What is the Formula for Concurrency In Chat Support?

Live chat has become a vital channel for customer support, offering real-time assistance while allowing agents to handle multiple conversations at once.

But how do we measure and optimise this multitasking ability without sacrificing service quality?

So when Charles asked our Community of industry professionals about this we wanted to share the responses we received:

“Anybody can help me out to find out the formula for calculating Concurrency in Chat support?”

Before we explore key formulas for calculating concurrency in chat support, lets take a quick look at what is meant by concurrency in live chat:

Concurrency in Live Chat – Definition

Concurrency in live chat refers to the ability of a chat system to handle multiple interactions simultaneously.

It involves managing multiple conversations or customer queries at the same time without compromising the quality or speed of responses.

Customer support agents or automated chatbots can engage in multiple conversations at once. For example, an agent might be assisting three different customers simultaneously, switching between chats as needed.

How to Calculate Concurrency In Chat Support

The Formula for Real Time Concurrency in Chat

The formula for concurrency in live chat can be expressed as:

Concurrency Ratio = Total Number of Concurrent Chats / Total Number of Agents 

For example

If 15 live chats are being handled by 5 agents at the same time, the concurrency ratio would be:

Concurrency Ratio = 15 Concurrent Chats / 5 Agents = 3

This means on average each agent is handling 3 chats concurrently.

Contributed by: Carl

Formula 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.

Concurrency = Customer AHT/ Agent AHT

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).

Contributed by: Michael

Alternate Formula for Chat Concurrency

This is how we get the actual concurrency…

Concurrency = Total Chat Time / Login Time

Contributed by: Sowkath

Maximum Number of Chats

If you are looking for the maximum amount of chats an agent can handle, we have done some research on this which may interest you 

Contributed by: Jonty

This article was made possible due to the great community of experts we have at Call Centre Helper, to get involved just join our LinkedIn Community and and if you aren’t already make sure you are following us on LinkedIn to see our latest content.

If you are looking for more formulas to calculate common contact centre stats, read these next:

• The Formula to Calculate Forecast Accuracy
• How to Measure Call Abandon Rate
• Erlang C Formula – Made Simple With an Easy Worked Example

Author: Jonty Pearce
Reviewed by: Robyn Coppell