Chris

This makes perfect sense CJ Johnson. I was really trying to understand the data sets but none of them are making sense. 

Are you using a practice to help manually compute concurrency using Zendesk? 

Hi Dane. Thanks for the response. What if the chat goes to multiple people because of it getting disconnected? From whom does the chat duration count then? I wanted to know how this works because we want to be fair on scoring AHT account-wise and agent-wise. 

Hello! I was hoping to see if anyone knew via the reports if Average Chat Duration takes the Customer's chat duration or is this all agent chat duration? 

Would anyone know the formula that Zendesk uses to compute for these? 

Hello! I was viewing topics or posts regarding Chat Concurrency and it seems like the posts say the same.

Do we know how we can generate Concurrency reports over Zendesk and if there was a formula on how it's being computed?