1. Customer Service
  2. Chat-Based Customer Support

Concurrent Chats Per Agent


The average number of chat sessions an agent handles simultaneously. This metric gauges agent multitasking capabilities. Too many concurrent chats can decrease the quality of support, while too few might indicate underutilization.


Total concurrent chats handled / Number of agents


If 5 agents handle a combined total of 25 chats simultaneously, Concurrent Chats Per Agent is 5.