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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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Agent Occupancy
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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

Hiring Starts for New Call Center in Lacy Lakeview
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occupancy date it first announced empereon reportedly will put 700 to 900 people to work there some making at least 12 an hour as required by the waco mclennan county economic development corp which ha

Metro Bank Engages Employees for Better Customer Service
/view/contact-center-news/metro-bank-engages-employees-for-better-customer-service-with-nice-workforce.aspx
agent productivity at the bank branches and contact centers the nice wfm solution will also help boost employee motivation with a smartphone application for mobile access to wfm scheduling features nic

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