Formula required for Concurrency in Chat support

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Formula required for Concurrency in Chat support

Anybody can help me out to find out the formula for calculating Concurrency in Chat support??

Answer for Formula required for Concurrency in Chat support
Hi Charles, we don't have a calculation but this article might help with showing other people's thoughts on "How many webchats should an agent handle at any one time?"


Call Centre Helper

Answer for Formula required for Concurrency in Chat support
Hi Charles
I'm not sure that I fully understand the question.  I understand the concept of concurrency, (i.e. How many chats can an agent handle at the same time) but I am not sure sort of formula are you looking to calculate?   
Are you looking for some link between concurrency and the number of FTE?  

Answer for Formula required for Concurrency in Chat support
(Total chat time + total Wrap up time)/(total engaged time)
Chat time = Time spent on chat per session
Wrap up time = time spent offline wrapping up session
Engaged time = total hours agent is engaged in chat

Answer for Formula required for Concurrency in Chat support
Hi Darren, just reading your post can you tell me more about how injixo has a built in script to consider concurrency. Is this specifically for live chat?
We use injixo so I am keen to know a little more about this tool that is built in. Any help would be greatly appreciated. I know that LivePerson measure this as provide a concurrency for each agent/ overall as part of their dashboard however out current live chat provider is unable to provide this information. 

Answer for Formula required for Concurrency in Chat support
Depending on the system you use and the figures it generates for you, you may have to tweak this formula; but this works (and is very similar to Kris Morales' answer).
Concurrency = Customer AHT/ Agent AHT
Customer AHT = length of time on a chat from the point of view of the customer
Agent AHT = length of time handling the exact chat + time in WRAP.
As you can appreciate, the two times will not be identical because as the agent is awaiting the customer to respond, the agent will service other chats (the timer for the first chat will stop, and the second chat will start - all while the original customers AHT increases whilst we wait for a response).

Required formula to calculate concurrent chats per agent
We have set 8 concurrent chats per agent in Live Chat software but most of the time they have more than 8 chats simultaneously i.e. 10, 12, 15 or more (I know numbers are too high).

My concern is to calculate the exact number of concurrent chats per agent is dealing in an hour. Can anyone please help me out here because I have googled a lot but couldn't get a solution.

Below is the data for a reference:

agent time date_ended
Faizan 1/30/2018 23:55 1/31/2018 0:54
Fareed 1/30/2018 23:54 1/31/2018 0:05
Faizan 1/30/2018 23:53 1/31/2018 0:33
Fareed 1/30/2018 23:53 1/30/2018 23:59
Faizan 1/30/2018 23:53 1/31/2018 0:11
Fareed 1/30/2018 23:52 1/31/2018 1:09
Faizan 1/30/2018 23:51 1/31/2018 0:01
Fareed 1/30/2018 23:50 1/31/2018 0:05
Faizan 1/30/2018 23:49 1/31/2018 0:22
Fareed 1/30/2018 23:47 1/31/2018 2:12
Faizan 1/30/2018 23:45 1/30/2018 23:46
Fareed 1/30/2018 23:45 1/30/2018 23:50
Faizan 1/30/2018 23:45 1/31/2018 0:23
Asher 1/30/2018 23:35 1/31/2018 0:26
Fareed 1/30/2018 23:34 1/30/2018 23:37
Faizan 1/30/2018 23:32 1/30/2018 23:39
Asher 1/30/2018 23:29 1/30/2018 23:38
Fareed 1/30/2018 23:28 1/30/2018 23:44
Faizan 1/30/2018 23:25 1/30/2018 23:27
Faizan 1/30/2018 23:21 1/31/2018 0:16
Faizan 1/30/2018 23:19 1/30/2018 23:20
Asher 1/30/2018 23:18 1/30/2018 23:18
Faizan 1/30/2018 23:13 1/30/2018 23:19
Faizan 1/30/2018 23:11 1/30/2018 23:51
Fareed 1/30/2018 23:10 1/30/2018 23:10
Faizan 1/30/2018 23:08 1/30/2018 23:11
Asher 1/30/2018 23:06 1/30/2018 23:15
Faizan 1/30/2018 23:04 1/30/2018 23:06
Asher 1/30/2018 23:00 1/30/2018 23:21
Asher 1/30/2018 22:58 1/30/2018 23:05

Right formula for Chat Concurrency
This is how we get the actual concurrency...

Concurrency = Total Chat Time / Login Time

Microsoft Word help
I need help fixing the office error code message 30088-4with error 1713 setup cannot install.
I followed the steps the link 30175 4 19 office installation

I have followed the steps and fixed the error, but I need help with fixint the error with the templates now.

Can anybody suggest the steps to fix the templates?


Call Centre Helper

Try a different computer
I have checked the templates and they all work fine. I suggest that you try running them on a different computer

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