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/

calculate the number of chats per hour
I do not think you can get an answer with such little information.
1) Is the desired occupancy of 92.5% of the utilized hour? Is the calculation ((60*.871)*.925) = 48.3 Minutes. Is that the time available to take the chats??

2) Do you have a team of 1 or a team of 10 or a team of 100? Larger teams can produce far more predictable occupancy with higher chat volumes. Very, very, rarely do you see consistent chat volumes and consistent agent performance in a contact center that allows you to "plugin" a desired occupancy.

3) There are no concerns about service level or response time?


That said here some math to consider for an ideal world:
A) If a Chat takes 12.43 minutes (745 AHT/60) and you have 48.3 working minutes in each hour, then one agent could get 3.9 chat done in that time.

B) If they genuinely can get 2 chats done simultaneously, then one agent could get 7.8 chats done each hour.

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