Table of Contents
- 1 How is chat concurrency calculated?
- 2 How many live chats are you able to successfully manage simultaneously?
- 3 What is the Erlang C formula?
- 4 What is a good AHT?
- 5 How do you handle 3 chats at once?
- 6 Does Erlang C include occupancy?
- 7 What is the next best live chat practice?
- 8 Are mobile chatters more successful than desktop chatters?
How is chat concurrency calculated?
The best way to determine the forecasted concurrency is to look at your historical actual concurrency as the input. I’ll use the example of 1.6 concurrency. If this looks similar to your concurrency level, then you would need around 160 agents for calls and 100 for chat.
How is concurrent AHT calculated?
To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time.
How many live chats are you able to successfully manage simultaneously?
Some suggest that an operator can handle 2-4 chats at the same time on an average while maintaining the quality of the conversation. However, some operators also manage 5-7 chats too.
How is chat occupancy calculated?
What is occupancy in the contact center? Occupancy is an important metric in any contact center. It represents how busy your contact center agents are. The standard formula is (Total Handle Time)/(Total Time Available for Work).
What is the Erlang C formula?
Erlang C is a traffic modeling formula used in call center scheduling to calculate delays or predict waiting times for callers. Erlang C bases its formula on three factors: the number of reps providing service; the number of callers waiting; and the average amount of time it takes to serve each caller.
How many chats can an agent handle per hour?
How experienced are your agents? An agent without prior chat experience can take only 1-2 active chats simultaneously, while an experienced agent can easily take 4-6 chats. If all your agents are new to chat you may need to lower the number of simultaneous chats they are expected to take.
What is a good AHT?
According to Call Centre Magazine, the industry standard AHT is 6 minutes and 10 seconds. A similar formula can be used to calculate similar metrics about other channels, like messaging and chat or email.
What are the good practices for online chat?
Best Practices for Live Chat Success
- Prioritize responding quickly. The expected response time on live chat is close to instantaneous.
- Set expectations.
- Be transparent.
- Type conversationally.
- Don’t be too quick to convert off live chat.
- Use warm-up questions to break-the-ice.
How do you handle 3 chats at once?
Here are five tips that will help your agents handle multiple chat requests without sacrificing quality.
- Communicate, communicate, communicate. Good communication is vital and customers hate waiting.
- Keep things personal.
- Understand your limits.
- Set yourself up for success.
- Know your priorities.
What is the difference between Erlang B and Erlang C?
Erlang-B should be used when failure to get a free resource results in the customer being denied service. The customers request is rejected as no free resources are available. Erlang-C should be used when failure to get a free resource results in the customer being added into a queue.
Does Erlang C include occupancy?
The Erlang C Formula To do this, the Erlang Calculator converts a number of calls, AHT and service level into a number of staff required, while modern versions also take other metrics – such as occupancy, shrinkage and average patience – into consideration as well.
How do you handle 3 chats at a time?
What is the next best live chat practice?
Responding to customers immediately is the goal, but with so many customers to attend to, it’s not always going to be possible for most live chat agents. In some cases, setting clear and reasonable expectations is the next best live chat practice. Some small steps you can take are to:
How can I improve the quality of communication on live chat?
Here are some best practices for improving the quality of communication on live chat and providing better customer service. 1. Remember That It’s a Chat Our first best practice is to remember that this is not a transaction, a letter from a lawyer or a set of terms and conditions, it’s a chat.
Are mobile chatters more successful than desktop chatters?
As a matter of fact, desktop visitors will purchase 14\% times on average, while this rate for mobile chatters is 7\%. Aside from that, their engagement with web chat customer service is considerably higher on desktop. However, mobile chatters are 6.1 times more likely to convert, compared to mobile non-chatters.
How to create a more human connection over live chat?
Check out these tips to help you create a more human connection over live chat: By using the customer’s name and buyer history, you can personalize your greeting and responses to let your customer know that you care about their unique issue. It is equally as important to your customer for you to know them as it is for them to know you.