> They attribute the increase to three factors: agents, who could participate in multiple chats at once, spent about 9 percent less time per chat, handled about

> They attribute the increase to three factors: agents, who could participate in multiple chats at once, spent about 9 percent less time per chat, handled about 14 percent more chats per hour, and successfully resolved about 1.3 percent more chats overall. 14% is good during focus time but it's interesting that this results in "only" 1.3% overall increase. One potential limiting factor that comes to mind is the energy of the support rep. Doing 14% more during the same time might result in more fatigue, more recovery time, smaller increase in overall productivity. I also consider if there's some other process bottleneck downstream but that's a thought that stuck out to me. edit: Reading it again, I see "successfully" resolved. Maybe it's as boring as incomplete data.