occupancy

Occupancy is the percentage of time that call agents actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours.

Occupancy is the percentage of time that call agents actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours.

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.

 

This was first published in August 2006

Continue Reading About occupancy

Glossary

'occupancy' is part of the:

View All Definitions

Dig deeper on Call center agent

Pro+

Features

Enjoy the benefits of Pro+ membership, learn more and join.

0 comments

Oldest 

Forgot Password?

No problem! Submit your e-mail address below. We'll send you an email containing your password.

Your password has been sent to:

-ADS BY GOOGLE

File Extensions and File Formats

Powered by:

SearchBusinessAnalytics

SearchDataManagement

SearchSAP

SearchOracle

SearchAWS

SearchContentManagement

Close