Step 3: Determine your staffing requirements

Have more questions? Submit a request

4 Comments

  • Brent Manser
    Comment actions Permalink

    Rather than estimating chat AHT and concurrency I would rather determine actually AHT and concurrency from historical data to use moving forward as a planning assumption, with continued monitoring/reporting and tweaking to metrics as required. How do I report on chat AHT and concurrency?

     

    1
  • Brett - Community Manager
    Comment actions Permalink

    Hi Brent,

    You can't customize the reports within the Chat dashboard, however, if you have access to Explore, we have some pre-built metrics available that should get you relatively close to what you're looking for. You'll want to take a look at this article: Metrics and attributes for Zendesk Chat

    Let me know if you have any other questions for me!

    0
  • Brent Manser
    Comment actions Permalink

    Hi Brett 

    I've look at at that article extensively but cannot be 100% sure what I need to determine AHT and concurrency? Relatively close isn't going to be good enough, this is for budgeting and staffing purposes and therefore needs to be completely accurate. AHT  and chat concurrency are basic contact centre planning metrics. I don't think you currently have the functionality to report on actual concurrency but there must be a way to do AHT easily and accurately?

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Brent,

    The Engagement duration (min) metric listed in the article I provided should get you this information you're looking for. You can then select the average once your metric has been added to your Explore Query. I assume AHT is Average Handle Time? If so, then that metric should help.

    0

Please sign in to leave a comment.

Powered by Zendesk