Question
Are concurrent chats reflected in forecast?
Answer
Yes, concurrent chats are reflected in the Forecast. It incorporates chat concurrency into the forecast by calculating the Average Handle Time of the chat workstream. It takes into account both when agents are actively engaged in a chat and when they move between the active chats.
While Forcast uses the concurrency to calculate the incoming volume and the Full-Time Equivalent, it doesn't indicate how many concurrent chats each agent can handle.
For more information, see this article: Setting up and reading forecasts.