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ContactCenterWorld - Definition
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Phrase: Agent Occupancy
Definition:
A percent of logged-in time agents spend in active contact handling, such as on incoming calls, on outbound calls and in wrap-up activity.
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Your search for 'Agent Occupancy' has returned 2 search results
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| Agent Occupancy /define.aspx?id=ebd26526a53a4bf08efd17b192ca6ee5 a percent of logged in time agents spend in active contact handling such as on incoming calls on outbound calls and in wrap up activity |
| 5 Ways to Strike the Right Balance: Occupancy and Shrinkage /view/contact-center-article/5-ways-to-strike-the-right-balance-occupancy-and-shrinkage.aspx ben willmott contactcenterworld author ben willmott workforce management consultant teleopti in the race to maximise productive agent time contact centres increase the risk of employee b |
