How to measure team capacity with multiple chats at once

Question

Hi everyone, I am trying to do some in-depth analysis of my team’s capacity by looking at historical volume data. The challenge I am facing is that each support agent on the team can have up to 4 chats going at a time, so it’s not as easy as taking the total number of chats and multiplying by the average resolution time—I need to somehow represent in the math the possibility of multiple chats overlapping. Has anyone ever tackled this type of analysis before? How did you approach it? Thanks!

Jacob Cox · Accepted Answer

Hey there @mderman!The Conversation Handling Time Metric in our reports is going to be your best be here. It will ignore the time that a conversation spends with bots, in snooze mode, closed, and waiting to be assigned.If, however, an admin leaves their conversations open when they aren’t actively working on them, then there isn’t really a way to discount that time in the report.

mateusz.leszkiewicz · Answer

Hi merman,This is a tall order. I would recommend looking into these 3 articles if you haven’t had a chance to read them earlier.https://www.intercom.com/help/en/articles/6553774-balanced-assignment-deep-divehttps://www.intercom.com/help/en/articles/6512504-round-robin-deep-divehttps://www.intercom.com/help/en/articles/6560715-automatically-route-conversations-to-teammatesBasically, we have an automatic assignment tool that will take care of distributing workload equally among your agents.I hope it will help you resolve your issue.Cheers,Mat from Support Engineering Team

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded