Chat Concurrency - What is this supposed to show?

Answered

5 Comments

  • Dave Dyson
    Zendesk Community Manager
    Hi CJ, I'll see what i can find out. To make sure I understand: it sounds like you've built a query using the Minimum concurrent chats metric from the Chat Concurrency dataset, and you've broken it down by Agent (via rows? drill-in?) for a specific period of time, and the question is, what determines which agents will be represented there? 
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  • CJ Johnson

    Yep, I have agent name as the rows and also timestamp. In a given hour, I can see for instance, 15 agent names listed with a minimum value, but 23 agents were online and available during that same hour. It's like it's a random selection of agents for each hour and doesn't make any sense. 

    Edit: And I should preemptively confirm that I have my timezone in Explore, and the timezone of the snapshots of what agents were online and available in the chat platform, in sync. I didn't take the snapshots personally, and I set my timezone to match the visible timezone in the snapshots, so I'm quite sure I'm not just mismatching timezones. 

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  • CJ Johnson

    I have been informed that Chat Concurrency doesn't display the chat concurrency for the agents who were available online during a time period. It ONLY displays the chat concurrency for "agents who were available and online and accepted at least one chat". So if you had more agents than chats during the time period, you won't see anyone who didn't accept any chats, listed, and cannot use this to calculate the maximum volume received vs actual volume, or anything else that I would have used this for, unfortunately. 

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  • Dave Dyson
    Zendesk Community Manager
    Hey CJ., thanks for the followup, and I'm sorry it's not giving you what you need. Have you created a product feedback post on your needs here? 
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  • CJ Johnson

    Hi Dave, 

    I've been waiting for support to get back to me, as they told me this seemed like a bug and not the correct behavior. 

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