Berekening aantal chats per uur bij occupied uur of utilized uur

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Berekening aantal chats per uur bij occupied uur of utilized uur
Hoe bereken je het aantal chats per uur als de gemiddelde AHT 745 seconden is en 2 chats tegelijk afhandelt, bij een occupied uur (92.5% occupied) en bij een utilized uur (87.1%) ?


Translation - How do you calculate the number of chats per hour if the average AHT is 745 seconds and handles 2 chats simultaneously, with an occupied hour (92.5% occupied) and with a utilized hour (87.1%)?

Helper

Call Centre Helper

There is no easy way of forecasting LiveChats
The closest that I can recommend is to take the number of chats and divide this by a factor.

So if you can handle up to 2 chats simultaneously there will be times with 0 chats , some with 1 and some with 2 chats. So ion this case I would use the factor of 1.5

So if you had 1500 chats per hour with 2 simultaneous chats that would equate to workload of 1000 chats per hour with no simultaneous chats.

You then run the numbers through an Erlang calculator
https://www.callcentrehelper.com/tools/erlang-calculator/

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