How Do You Measure Live Chat Concurrency?

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How Do You Measure Live Chat Concurrency?

I would like to understand ways in which different organisations measure their live chat concurrency in order to get the truest reflection.

Do you measure this through cost per minute .i.e. Direct labour cost / ACD minutes? Do you incorporate total live chat minutes into this? If so do you include total minutes / concurrent chats?

I would like the most simplest (and efficient) yet effective and accurate way to report on chat concurrency on a daily basis as our current provider does not report on this. Any help, advice or formulas used would be greatly appreciated.

Question asked by Jamie

Answer for How Do You Measure Live Chat Concurrency?

What’s the purpose of getting this metric?

Combining other stats, like total agent chats, chat length and time logged in you can calculate an approximate concurrency by rep – it won’t be perfect, but it will get you some of the way there.

I’m happy to try and help further if you’d like – some context and understanding of what you need the metric for, will help identifying potential alternatives.

With thanks to Dan Moross

Answer for How Do You Measure Live Chat Concurrency?

Hi Dan, firstly apologies for such a late response.  As part of my live chat MI I am looking to report back on the concurrency which will show the average number of simultaneous engagements handled by an agent.  Any help you can provide will be greatly appreciated. I have looked at some companies such as Hosted Graphite however they have been rather hard to work with and quite complex. Simplicity is key here.  I look forward to hearing from you shortly

With thanks to Jamie

Answer for How Do You Measure Live Chat Concurrency?

(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

With thanks to Deepak

Author: Jonty Pearce

Published On: 12th Apr 2022 - Last modified: 29th Apr 2022
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