Understanding Agent Occupancy

2016-06-30T14:33:25+00:00Call Center|

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 [...]