Calculating "real" AHT for chat

[kjellesvig]

Hi. Hope this is the right forum for this type of question.

My job is forecasting for a contact center and we use Genesys products. For emails and calls, calculating AHT is pretty straightforward. However, since our agents handle multiple concurrent chats we need to adjust the AHT to take this into account. The obvious solution is to take AHT pr chat and divide it by the average number of concurrent chats the agents handle. But this seems like a very simple, although logical solution. The activities we configure in WFM (atleast v8.1 we are using) does not have any option for chat, its either deferred work or direct work and the same goes for the forecast modules.

Just wanted to check if anyone has any experience calculating AHT for chat when agents handle multiple concurrent interactions, and whether we should continue to divide AHT by average number concurrent chats.

Thank you.