You might think a simpler measurement like “call per hour” would answer this same question. But as is often the case with call centers, things get complicated quickly. In this post we will look into how occupancy rate is calculated, what value it adds to the vast mix of call center metrics and the problems that can arise if it is used The purpose of calculating your occupancy rate is to measure how "occupied" your agents are - the extent to which they are being worked. In most situations, you want an occupancy rate over 75% but under 85%. Too low, and agents will be sitting around twiddling their thumbs for too much time in between calls. The call center occupancy rate refers to the percentage of time that an agent spends dealing with customers, compared to the time they are available to take calls. For instance, with a call center agent occupancy rate of 84%, an agent is spending 84% of their time on the phone Higher the occupancy rate, shorter is the amount of time between calls. According to a research, 80% occupancy rate means that 20% of the time the representative was available for a call and the remaining 80% the representative was either on a call or in after call work status. Occupancy rate is the amount of time that a call center agent is occupied with callers. For instance, if a call center agent has an occupancy rate of 85 percent, that means they were speaking and dealing with customers for 85 percent of their time. For the remaining 15 percent of their time, they were free to take calls. An occupancy rate of 90%, for example, means that your agents, on average, are working 54 minutes and have six minutes of idle time for each hour that they’re available to take calls. This does not mean that the agents are goofing off for six minutes in every hour. Calculating Occupancy. To calculate occupancy, the contact centre first needs to total the amount of time each of its advisors spends on “call-related activity” – from the time that they sign in, to the time that they sign out – on a day-to-day basis. This is called the “total handling time”.

19 Sep 2012 Todd provides a comprehensive definition of occupancy and provides As a result, we – as leaders in the contact center – are always Average Handle Time (AHT), inclusive of hold and After Call Work (ACW), is imperative.

idle time as a per call average graphed by up to four selected centers. The second plots agent occupancy as a percentage versus goal graphed by the. 19 Sep 2012 Todd provides a comprehensive definition of occupancy and provides As a result, we – as leaders in the contact center – are always Average Handle Time (AHT), inclusive of hold and After Call Work (ACW), is imperative.

According to CC Manager, call center managers aim for an occupancy level of 85 to 90 percent. However, trying to achieve occupancy levels beyond 90 percent can put extreme pressure on call center staff, according to the International Customer Management Institute.

Simply put, call center occupancy is the percentage of time your agents are busy working with a customer or documenting an interaction. It is the percentage of time they are not available to take

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Occupancy rate refers to how long your agents are involved in work-related activities. If an agent is involved in work activity for 7 hours in an 8 hour work day, then their occupancy rate is 7/8. A low occupancy rate indicates increasing unproductive work. Keeping a check on agents’ schedule adherence can help maintain efficient work processes. Simply put, call center occupancy is the percentage of time your agents are busy working with a customer or documenting an interaction. It is the percentage of time they are not available to take

TELECOM CALL CENTER ANALYTICS. Telecom big data call center analytics Metric scores Policies procedures % within seconds Occupancy rate First 

7 Jun 2016 Occupancy rates indicate the approximate amount of times you expect your agents to be productive, i.e., actually on the phone, taking calls,  Occupancy Rate; Average handling time; Transfer rate; Hold time; Missed phone calls; Service Level. Outbound call center 

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