How to measure team capacity with multiple chats at once

Hi Mat,

I appreciate the response here, but the answer you provided is not really what I’m looking for. I understand how to assign conversations. What I am trying to figure out is, when looking back at the team’s performance and trying to determine total time spent on chats, how can I do this analysis in a way that factors in the fact that my teammates mights have more than one chat going at a time.

So for example, let’s say in a given month, one of my teammates closes 100 chats, and our average resolution time is 15 mins. I want to know how much total time they spent handling those chats. But it’s not as simple as doing 100*15, because they might have worked multiple chats simultaneously, meaning the time they spent on those chats was concurrent rather than consecutive. I’m looking for advice on how to approach including that possibility in my analysis.

Hope that makes sense! Any further guidance or tips from the community would be much appreciated.