Average Chat Concurrency - How is this Calculating?

7 Commentaires

  • 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
    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
    -1
  • 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.

    0

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