While monitoring our agents' chats activity we spotted a re-occurring behavior by certain agents when it comes to the amount of chats they take simultaneously.
This is causing a need for us to gather and analyze the data regarding simultaneously handled chats by an agent.
Thus, we were wondering if it is possible to add a metric that can give us the average number of chats each agent handled simultaneously for certain period of time? Or guide us on how we can create such formula by ourselves.
Thank you in advance.
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