Operational rates and routing comparison

To evaluate operator workload distribution and individual responsiveness, Provide Support calculates two core rate metrics: Acceptance Rate and Load Rate. Their mathematical formulas and behavioral properties vary significantly across distribution modes.

Acceptance rate

Formula: Acceptance Rate = (Accepted chats / Agent's Chat calls) * 100%

•Broadcast dynamics: Under "To All" Routing: Measures an agent's success in competing for incoming broadcast chats. Because every eligible agent receives the Chat call, an agent who accepts 10 out of 50 broadcast calls will have an Acceptance Rate of 20%.

•Exceeding 100% via chat transfers: Under Individual Routing: Acceptance rate typically reflects personal reliability (e.g., 95% of assigned calls accepted). However, Acceptance Rate can exceed 100% when an agent accepts pre-accept transferred chats. In this scenario, the accepted chat is credited to the recipient, but the underlying Chat call remains with the original assignor. If Agent Y has 1 Chat call and accepts 2 pre-accept transfers, Agent Y's Acceptance Rate will be 200%.

•Zero-call handling: If an agent has 0 Chat calls and accepts a pre-accept transferred chat, the system displays a safe, stable 0% rather than an application error, NaN, or infinity.

Load rate

Formula: Load Rate = (Agent Chat calls / Company Total Chat calls) * 100%

•Individual traffic share: Under Individual Routing: Load Rate measures how equitably traffic is distributed among staff. The sum of all individual agent Load rates equals exactly 100%.

•Broadcast coverage share: Under "To All" Routing: Because incoming calls are broadcast to multiple agents simultaneously, each agent receives a full call allocation. If an account has 3 online agents who each receive 100% of incoming chats, each agent displays a Load Rate of 100%, and the row sum totals 300%. Under "To All", Load Rate measures coverage availability rather than fractional workload share.

"To All" vs. Individual Routing

Metric / Dimension	"To All" chats distribution	Individual routing
Chat calls allocation	Broadcast to all online, eligible agents at call creation	Routed to exactly one Assigned Operator (Random/Round Robin)
Missed chats tracking	Hidden for individual agents; tracked only in Company Totals	Tracked per agent; credited to Assigned Operator on failure
Acceptance rate range	0% to 100% (reflects competitive capture rate)	0% to >100% (exceeds 100% when receiving pre-accept transfers)
Load rate sum	Exceeds 100% (sum equals number of eligible agents * 100%)	Sums to exactly 100% across all active operator rows
Pre-accept chat transfers	Chat calls remains with original recipient; Accepted goes to the agent who accepted	Chat calls remains with assignor; Accepted goes to recipient
Late arrival behavior	Agents going online during pending call do not receive call	Not applicable; call is routed to assigned operator at creation
Administrative focus	Identifies proactive versus passive responders	Monitors adherence, individual capacity, and missed call rates