How do you build an accurate WFM forecast with Handle Time data that doesn't account for actual Handle Time? Rather, it's accounting for the time a convo is open, even if an agent is working on 4 concurrent chats.
Handle Time is usually the actual time spent working in the ticket, even if there are other tickets open - those other tickets that are not being worked on would not be accounted for as 'Handle Time'. Trying to find a way to forecast accurately without this data.
