How to Calculate Concurrency AHT

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
Reviewed by: Robyn Coppell