How to Calculate Concurrency AHT Related Articles 32 Tips for Reducing Average Handling Time (AHT) How to Measure Average Handling Time (AHT) What is the Formula for Concurrency In Chat Support How to Calculate Schedule Inefficiency © VectorMine - Adobe Stock - 482302155 2,451 Filed under - Forum How to Calculate Concurrency AHT We have a dual chat window, so my question is – how do you calculate Average Handling Time in a dual chat? Question asked by vikram Answer for How to Calculate Concurrency AHT Quite simple. Average Handling Time is per chat. You look at the time that a chat started and the time when it was concluded. This gives you the duration. You then add together all of the durations and divide it by the number of chats. At an agent level the same applies. You work out all of the durations and divide by the number of chats. This could lead to interesting stats as it can show the utilisation of over 100% as 2 or more chats can be handled at the same time. What you tend to see is that the more concurrency that you have the more the average chat duration increases. With thanks to Jonty Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 22nd Apr 2022 Read more about - Forum Recommended Articles 32 Tips for Reducing Average Handling Time (AHT) How to Measure Average Handling Time (AHT) What is the Formula for Concurrency In Chat Support How to Calculate Schedule Inefficiency Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter