Thank you for your video, my concern is If 10 chats handle in 7000 seconds, then how AHT is 360 seconds, it should be 700 seconds, please help to explain.
@@Techno49 Could you please explain the logic behind using dividing the engage time from the concurrency . ( If we do so it gives us engage time value, that can not be true to AHT calculation). Concurrency calculation = 7000/3600=1.94. Now we are doing reverse calculation while calculation AHT = (7000/1.94)/10 chats. And the value of (7000/1.94) = return to 3600 (the interval/engage time). So we are doing Interval time / number of chats. Please help me to clarify my confusion.
Could you please make me understand, how concurrency is 1.94 in 1 hour interval where 10 chats in 7000 seconds. 7000 seconds means around 2 hours and the handle chats 10. it means in 1 hour concurrency should be 5 chats.
Hi, Chat concurrency calculation is little bit different. It is calculated on number of chats agents are engaged at one time and on the basis of that, it is calculated. I have made other videos on same topic also, please have a look.
Hi, Because out of 100% percent, agents would not be occupied on task for 100% time, there would be available or idle time, agents may be on break, unproductive auxes also
Number 1 is 100%. Because productive time cannot more than 100% and out of it there is a shrinkage so calculation is 1-15% Which is 1-15/100 equal to 100-15 and 85% is the occupied time
Hi, chats waiting means extra volume which can be incorporated into forecast while checking chat arrival pattern. Sometimes there is sudden spike in chats volume due to any system or IT issue, other sites chat routing, unexpected high chat volume. Such situations need to be taken care by having support staff to be logged in
Thank you for your video, my concern is If 10 chats handle in 7000 seconds, then how AHT is 360 seconds, it should be 700 seconds,
please help to explain.
Hi, I have assumed AHT for calculation please.
@@Techno49 Could you please explain the logic behind using dividing the engage time from the concurrency . ( If we do so it gives us engage time value, that can not be true to AHT calculation). Concurrency calculation = 7000/3600=1.94. Now we are doing reverse calculation while calculation AHT = (7000/1.94)/10 chats. And the value of (7000/1.94) = return to 3600 (the interval/engage time). So we are doing Interval time / number of chats. Please help me to clarify my confusion.
Could you please make me understand, how concurrency is 1.94 in 1 hour interval where 10 chats in 7000 seconds.
7000 seconds means around 2 hours and the handle chats 10. it means in 1 hour concurrency should be 5 chats.
Hi, Chat concurrency calculation is little bit different. It is calculated on number of chats agents are engaged at one time and on the basis of that, it is calculated. I have made other videos on same topic also, please have a look.
Why did we substract this with 1 in the bracket ( FTE with Shrinkage)?
Hi, Because out of 100% percent, agents would not be occupied on task for 100% time, there would be available or idle time, agents may be on break, unproductive auxes also
@@Techno49 so why the number 1?
Number 1 is 100%. Because productive time cannot more than 100% and out of it there is a shrinkage so calculation is 1-15%
Which is 1-15/100 equal to 100-15 and 85% is the occupied time
What if we have chats waiting. How do we incorporate it? It doesn't reflect in abandoned chats too.
Hi, chats waiting means extra volume which can be incorporated into forecast while checking chat arrival pattern.
Sometimes there is sudden spike in chats volume due to any system or IT issue, other sites chat routing, unexpected high chat volume. Such situations need to be taken care by having support staff to be logged in