SearchCRM.com Definitions (Powered by WhatIs.com)
occupancy
definition -
For instance, the formula for an hour of occupancy (usually measured in seconds) is:
| (call volume xaverage handling time in seconds) |
|---|
( X agents x 3,600 seconds) |
Occupancy is often used as a statistic in calculating call centerproductivity. When agent occupancy is the end result of how staffing is matched to incoming call patterns to a call center, the desired level of occupancy may drive staffing decisions in a sequential work environment like processing email. Occupancy can also be used to measure instant messaging interactions.
| Getting started with occupancy |
| To explore how occupancy is used in the enterprise, here is an additional resource: |
| Whether you're a new agent trying to measure metrics performance or a seasoned manager who's been tracking them for years, SearchCRM Metric School will give you tips for designing a metrics strategy that works. |
last updated21 Aug 2006
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