Glossary
Agent Occupancy rate is the rate that shows percentage of working time spent of call-related activities, inclduign After Call Work. Utilization rate is a bit different – it shows percentage of time spent on all working activiites, such as training sessions or quality assurance procedures.
Agent occupancy is one of the most important call center metrics that are focused on measuring agent performance and productivity. Agent occupancy rate is measured both in inbound and outbound call centers, and the minimal required agent occupancy starts from 80%, with perfect agent occupancy rated of 90%. Agent occupancy measured exclusively call-related activites of the agent, including handling calls, putting calls on hold, and completing after-call working operations.
Agent Utilization
Staff Utilization
Agent Busyness
Agent Productivity
Staffing Efficiency
Resource Utilization
Occupancy Ratio
Occupancy Percentage
Staffing Occupancy
Employee Occupancy
Agent Availability
Agent Workload
Call Handle Time
Agent Idle Time
These terms generally refer to the amount of time agents spend handling customer interactions or being actively engaged in work, as opposed to being available or idle. A higher Agent Occupancy rate typically indicates that agents are being utilized more efficiently, while a lower rate may suggest underutilization or overstaffing.
Maintaining an optimal Agent Occupancy rate is crucial for ensuring high productivity and cost-effectiveness. Too low occupancy means underutilized resources, while too high occupancy can lead to burnout and diminished customer experience. Striking the right balance is key to maximizing efficiency and customer satisfaction.
Agent Occupancy is calculated by dividing the total time an agent spends handling customer interactions (talk time, hold time, and after-call work) by their total scheduled work time. This ratio is typically expressed as a percentage.
The ideal Agent Occupancy rate can vary depending on your industry, call volume, and service level goals. However, most contact centers aim for an occupancy rate between 80% and 90%. This range allows for a balance between productivity and agent well-being, while leaving some buffer for unexpected spikes in call volume.
There are several strategies to optimize Agent Occupancy, including:
Low Agent Occupancy can result in underutilized resources, increased operational costs, and longer wait times for customers. Conversely, excessively high occupancy can lead to agent burnout, higher attrition rates, and a degraded customer experience. Striking the right balance is crucial for maintaining efficient operations and delivering exceptional customer service.
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