Concurrent Chats in Forecast - Frequently asked questions
Discover answers to common questions about how concurrent chats are reflected in Zendesk's forecast. Learn about chat metrics, forecasting accuracy, and more.
Frequently asked questions
How does Zendesk forecast account for concurrent chats?
Zendesk's forecast does account for concurrent chats by incorporating them into the calculation of the Average Handle Time for the chat workstream. This means it considers both the time agents spend actively engaged in chats and the time they spend…
Does Zendesk forecast specify the number of concurrent chats per agent?
No, Zendesk's forecast does not specify the number of concurrent chats each agent can handle. While it does incorporate chat concurrency into its calculations, it focuses on the Average Handle Time and the overall incoming volume and Full-Time…
What role does Average Handle Time play in Zendesk's forecast?
Average Handle Time (AHT) plays a crucial role in Zendesk's forecast as it incorporates chat concurrency into its calculations. AHT considers the time agents spend actively engaged in chats and the time spent switching between them. This helps in…
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