Are concurrent chats reflected in forecast?

Question

Are concurrent chats reflected in forecast?

Answer

Yes, concurrent chats appear in the forecast. It incorporates chat concurrency by calculating the Average Handle Time of the chat workstream. It accounts for both active chat engagement and switching between chats.

Forecast uses concurrency to calculate incoming volume and Full-Time Equivalent, but it doesn't specify how many concurrent chats each agent can handle.

For more information, see this article: Setting up and reading forecasts.