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EXECUTIVE Q&A

How many chats can agents handle at the same time?

On average, chat agents can handle 5 chats at the same time, but this is heavily depended on the quality of the chat conversations as well as the expertise level of the chat agent.

If the questions asked via live chat are relatively easy, so that they can be answered using short sentences or canned answers, the chat agent can handle more chats at the same time than if the chat conversation contains more questions. Also, more experienced chat agents can usually take care of a bigger number of simultaneous chats than the chat agents with less experience.

 

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