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Occupancy

Acronym: OCC

Definition: Total handle time divided by total time signed into the queue expressed as a percent.

Application: Occupancy is the amount of time a CSR spends either talking or in after call work from handling a customer call.



BROWSE SUBCATEGORIES:	Understanding occupancy as a call center metric: Podcast (1), Measuring occupancy in the call center: Expert advice (7), Test your knowledge of occupancy: Quiz (1)


Understanding occupancy as a call center metric: Podcast: 1 - 1 of 1

Understanding occupancy for the call center
Learn how to calculate occupancy or utilization in the call center and how to integrate this metric into your call center strategy.


Measuring occupancy in the call center: Expert advice: 1 - 3 of 7

Call center terms and definitions -- utilization, attrition, occupancy, shrinkage
Lori Bocklund reviews common call center terms including attrition, utilization, occupancy, shrinkage in this expert tip.

How is call center agent utilization calculated?
Learn how to calculate call center agent utilization and the best ways to use this metric in this call center tip from Lori Bocklund.

Agent utilization (occupancy) in a small call center
Agent utilization or occupancy is higher in a smaller call center, says expert Lori Bocklund. Find out why in this call center response.

	VIEW ALL IN THIS CATEGORY


Test your knowledge of occupancy: Quiz: 1 - 1 of 1

If a call center has an 80% occupancy rate, what does that mean?
Test yourself on occupancy in this question from the Call Center Metrics School quiz.

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