 - Occupancy is the percentage of time that call agents actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours.For instance, the formula for an hour of occupancy (usually measured in seconds) is: (call volume xaverage handling time in seconds)
| ( X agents x 3,600 seconds) | 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.
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Getting started with occupancy |
| To explore how occupancy is used in the enterprise, here is an additional resource: |
| Whether you're a new agent trying to measure metrics performance or a seasoned manager who's been tracking them for years, SearchCRM Metric School will give you tips for designing a metrics strategy that works. |
| LAST UPDATED: |
30 Sep 2008
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RELATED GLOSSARY TERMS
| Terms from Whatis.com − the technology online dictionary |
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call center agent
(SearchCRM.com)
A call center agent is the person who handles incoming or outgoing customer calls for a business.
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Erlang B
(SearchCRM.com)
Erlang B is a modeling formula that is widely used in call center scheduling... (Continued)
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