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Workforce Management Glossary
 List of Terms |
Work load Calculator Key |
Average Handle Time Tracker Key |
List of Terms
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Occupancy (OCC)
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Percentage of time the agents spend handling calls (and after call work) compared with the total amount of time they are ready or available for calls to arrive.
Calculate Occupancy by adding Total Talk Time to Total After Call Work Time.
Occupancy and Service Level have an inverse relationship. The higher the Service Level, the lower the Occupancy will be. When Occupancy is low Agents will be on available or ready. If you are understaffed customer may be waiting on hold, therefore your service level will drop. If you are overstaffed agents will be waiting for calls.
Example: If you go to the counter at McDonald’s and all the employees at the working are taking orders from customers; you will have to wait in line. The employees have high Occupancy. Everyone is busy assisting customers.
If you go to the counter and 4 out of 5 employees are helping customers and one is available to take your order Occupancy is lower. Service Level is higher, because you do now have to wait in line.
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