Schools:Call Center Metrics

Occupancy

Measuring occupancy in the call center: Expert advice <<previous|next>> :Call center utilization (occupancy) -- tips on using and calculating

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Agent utilization (occupancy) in a small call center

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Why is agent utilization lower in smaller call centers?
Agent utilization, often referred to as occupancy, is lower in smaller groups due to the randomness of call arrivals, and the nature of

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economies of scale. The smaller the group or queue, the less efficient it is. For the same target performance (generally measured in service level), people sit there idle more in a small group, waiting for that next call.