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).
10 Jul 2016 22:49:47
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