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Average Chat Concurrency - How is this Calculating?

Zach Burns

In both the out of the box, and custom built chat concurrency dashboards don't show a chat concurrency which makes sense.

In the out of the box dashboard, I see a max concurrency of 2-4 depending on the hour, and an average chat concurrency of 0.

When recreating manually, I've been able to drill in and see that the "0" on these average concurrency queries is actually a very low decimal point (think .13 chats per hour).

So....how is the average chat concurrency being calculated? The metric definition states that it only takes into consideration agents which engaged w/ a chat during that time frame, so the minimum possible concurrency should be 1...

See below for screenshots from the pre-built dashboard on chat metrics:

11 Comments

  • Luise Kroll

    Hi,

    same question here.

    And it would be nice to have a metric showing the number of Concurrent Chats (not only min, max and average).

    Or is there a way/formula to calculate this within the Dataset Chat Engagement?

    Cheers

    Luise

    1
  • CJ Johnson

    I've had a ticket open for multiple days with this question with support still waiting for first reply. I cannot figure out how on earth any of these calculations are being determined, either. 

    1
  • Luise Kroll

    Thanks for the information, I was wondering if opening a Ticket was a better idea ;)

    Would you be so kind to keep me posted?

    0
  • Hannes Merisaari

    This community never fails in this sense. I have the exactly the same question, so it was clear that someone had asked already. Following closely with high interest.

    0
  • CJ Johnson

    The response I've gotten from Support, is that average concurrency is broken. "We currently have a problem ticket addressing the issue with the calculation for Average chat concurrency." 

    0
  • Justin H
    Zendesk Customer Care
    Greetings everyone! 
     
    It is true that we have a ticket open with our Dev team to further investigate this issue. Please keep an eye on our Product Announcement page for a resolution announcement for this: https://support.zendesk.com/hc/en-us/sections/4405298833818-Announcements
    -2
  • CJ Johnson

    The latest update I received: 


    Upon additional consideration, our Product and Engineering teams decided not to address this issue at the moment since the required change in the backend would result in the need for the reload of all accounts with the dataset access, which would result in additional risks.
     
    Furthermore, possibly in Q4 this year, you will receive access to the ASK (Agent Status Keeper) dataset. That will provide the same concurrency data in much more detail (timestamps by agents, per status, per channel) and allow more precise concurrency values with a chance to drill into all details that resulted in those values.

    1
  • Andrew Lundy
    • Edited

    Hello, has a fix for this been deployed or can we assume the data is still incorrect?

    0
  • Dave Dyson
    Hi Andrew, and welcome to the community!
     
    The dataset mentioned in CJ's comment is still under development.
    -2
  • Milton

    Is there any news yet on the new dataset?

    Also, can someone clarify - is it all metrics that are inaccurate or just avg?

    1
  • Brian Emond

    Hey!

    We're looking to measure this as well. Is there any update on whether or not this Dataset is accurate?  It appears to be meaningless, but I can't determine for sure.

     

    0

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