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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.

ContactCenterWorld - 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

Spending Optimisation by Agent's occupancy
/blog/eko.wiyanto/?id=d27aebe6-120e-4063-8c9b-37b88b3b791c
many things can be done for optimizing our cost in customer care what else it is agent occupancy this part of people productivities we need to measure it to ensure our people arragement is in good shap

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