An Agent Can Handle No More Than 3 Webchats at the Same Time


In most Contact Centres an agent or advisor handles a maximum of three webchats (or live chats) at the same time.

During our webinar “The best ways to handle web chat in your contact centre” our audience were asked  “How many web chats can an agent handle at the same time? ”

Poll answers
1 chat– 6%
2 – 3 chats — 70%
4 – 5 chats — 22%
6 – 9 chats — 1%
10+ chats — 0%

Source: Call Centre Helper website webinar poll    Sample size – 256    Date: December 2013

Here is a link to the webinar: The best ways to handle web chat in your contact centre

Author: Jo Robinson

Published On: 2nd Apr 2014 - Last modified: 25th Oct 2021
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