ContactCenterWorld - Definition
Phrase: Agent Occupancy
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
Your search for 'Agent Occupancy' has returned 3 search results
3 Records Found
You must be logged in to browse to the rest of the results.
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|
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|
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