If a call center has an 80% occupancy rate, what does that mean?

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