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Call center agent occupancy vs. agent adherence

EXPERT RESPONSE FROM: Lori Bocklund

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QUESTION POSED ON: 13 March 2007
Should call center agent occupancy be measured against actual login time or targeted login time? For example, if an agent sits for five hours instead of the targeted eight hours, then what should be the base time?

EXPERT RESPONSE
Agent occupancy should be based on the time call center agents are logged in. If they are logging in for five hours instead of a scheduled eight hours, call center managers would want to capture that in adherence. These two call center metrics reflect different things. Call center agents can control, and should be accountable for, adherence. Utilization, or occupancy, is a function of call volume, random call arrivals and staffing, so it is more a responsibility of call center management or the workforce planners.

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