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