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.
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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|
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