The Award Winning Contact Centre Magazine
Call Centre Management >

What is the Formula for Concurrency in Chat support

Topic Views - 19743

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

The Formula for Concurrency in Chat (number of chats)
This is the formula: (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
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).

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?"
https://www.callcentrehelper.com/whats-happening-in-the-world-of-webchat-70111.htm

Helper

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. https://www.callcentrehelper.com/poll-how-many-web-chats-can-an-agent-handle-at-the-same-time-54638.htm ) 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?  

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

Concurrency = Total Chat Time / Login Time

Want to add a comment?

Not found what you were looking for?

1. Try searching through our site.
2. Still not got an answer?

Why not ask the Call Centre Helper Community? Click here to ask your question

Categories

Ask a Question
& Find an Answer

Get answers from the Call Centre Helper community on your most difficult challenges

Ask Your Question