Webchat - Thoughts ? - Planning For ?

All,

I was wondering how you plan for webchat.

I am mindful that for example you will look to reduce call volume by x and therefore complete a timing exercise to valdate AVHT to create a requirement.

However, lets assume you have one agent chatting to 2 people at once whilst the agent is awaiting data back from a third party.

What are your thoughts on planning for this?

Any ideas?

Tim

My personal experience on this is that you first have to ascertain a healthy chat ratio. This would mean how many chats can an agent sucessfully handle at same time. Once you have done that you will also need to ascertain the average time taken to complete 1 chat and thereafter plan it as you do for calls.