Tips for calculating maximum occupancy in the call center
SearchCRM.com
Generally, occupancy, also called utilization, is the percent of time agents are actively handling calls. It is calculated based on the time agents are on calls or in wrap-up divided by total time logged in -- or as an equation, (ACD time+wrap-up time)logged-in time. You can view occupanc
Requires Membership to View
To gain access to this and all member only content, please provide the following information:
By joining SearchCRM.com you agree to receive email updates from the TechTarget network of sites, including updates on new content, magazine or event notifications, new site launches and market research surveys. Please verify all information and selections above. You may unsubscribe at any time from one or more of the services you have selected by editing your profile or unsubscribing via email.
TechTarget cares about your privacy. Read our Privacy Policy
y across a day or in time intervals, such as each half hour. You can also view it for the team or for individuals.
In calculating call volume capacity, you need to conduct Erlang modeling to consider random arrivals. Occupancy is one output of Erlang modeling. The inputs are call volume, handle time (talk and wrap), and target service level. Other outputs include the percent of calls meeting service level and agent occupancy. If you are trying to calculate how many calls a group can handle, you can back into that through some reverse engineering -- based on your talk and wrap time, staffing levels and target service level, and use trial and error to land on the right number of calls mapped to the agent levels. Such a calculation will show you your occupancy.
CRM Solutions manage sales and marketing campaigns easily with integrated customer relationship management.
CRM Solution Resource offering essential research by professionals to help you choose the right solution.