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 Equivalent (FTE).
This means that while concurrency is considered, the forecast does not provide specific details on the capacity of individual agents to handle multiple chats simultaneously.
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…
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…