occupancy

For instance, the formula for an hour of occupancy (usually measured in seconds) is:

Occupancy is often used as a statistic in calculating call center productivity. When agent occupancy is the end result of how staffing is matched to incoming call patterns to a call center, the desired level of occupancy may drive staffing decisions in a sequential work environment like processing email. Occupancy can also be used to measure instant messaging interactions.

Read more about occupancy: - SearchCRM.com offers an agent performance topic center - How do separate billing models affect cost per call? Ask the Expert at SearchCRM.com.

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