What is the Formula for Concurrency In Chat Support Related Articles Erlang C Formula - Made Simple With an Easy Worked Example How to Handle Multiple Chat Conversations Effectively How to Forecast and Plan for Live Chat How to Write Good Customer Support Chat Scripts – With Examples © VugarAhmed - Adobe Stock - 475090475 10,530 Filed under - Forum Formula Required for Concurrency In Chat Support Anybody can help me out to find out the formula for calculating Concurrency in Chat support? Question asked by Charles 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 With thanks to Kris 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). With thanks to Michael 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?” What’s Happening in the World of Webchat? With thanks to 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? With thanks to Jonty Right Formula for Chat Concurrency This is how we get the actual concurrency… Concurrency = Total Chat Time / Login Time With thanks to Sowkath Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 14th Apr 2022 Read more about - Forum Recommended Articles Erlang C Formula - Made Simple With an Easy Worked Example How to Handle Multiple Chat Conversations Effectively How to Forecast and Plan for Live Chat How to Write Good Customer Support Chat Scripts – With Examples 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