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.

a) 20% of the time, CSRs are available and waiting for a call.
b) 80% of the time, CSRs are available and waiting for a call.
c) 80 CSRs are available and waiting for a call at any given time.
d) None of the above.

* Read the answer and more about occupancy
* Return to the Call Center Metrics School

This was first published in March 2008

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