30 Jun 2016

Understanding Agent Occupancy

Agent Occupancy - TRACK Blog

When your agents are logged in available to take calls, it’s good to know how much time they’re spending doing in-call related work. The metric is referred to as “occupancy rate”. In our previous blog, we defined occupancy rate as the amount of time agents are on live calls as well as completing work associated with that call.

For example, if an agent is on a call for 30 minutes with a customer, spends 5 minutes on hold and 10 minutes in wrap up, that agent spent 45 minutes doing work with a single call. Say in a typical 8 hour shift, this happens 8 times.

So in an 8 hour day, the agent is busy with call related work for 6 hours. To find the occupancy rate, you would divide the total time doing work associated with calls (6 hours) by the total time live (8 hours). The math from there is simple 6/8=0.75, meaning the agent has an occupancy rate of 75%. This agent would fall into the global metric of 60-80% for agent occupancy.

This seems pretty straight forward, but it’s important to keep in mind what is classified as call related work. Any time spent talking to the customer or putting them on hold to get them what or who they need counts as actual on-call time. Any time spent in wrap-up doing call related work is part of the numerator to figure out agent occupancy.

Determining what is non-call work can be tricky sometimes as the process may be longer than a simple phone call. Any time a customer spends in queue does not count as actual call time for an agent, and does not attribute to their occupancy rate. Although an agent may have been available, they were not dealing with actual call work, thus, it does not contribute.

Knowing your agent occupancy rate is an important metric when it comes to running your call center smoothly and reaching a higher level of effectiveness than you’ve had before.

Ryan Turner