agent occupancy definition
the percentage of an agent or agent group s occupancy including after call work time this calculation is used in interval daily weekly and monthly historical agent summary and agent group summary reports when it is used in an agent summary report the field is agent occup database table hagent all rights reserved 2 the best measure of labor productivity is agent utilization because agent salaries and benefits represent more than half of all service desk costs if agent utilization is high the cost per contact will be correspondingly low conversely when agent utilization is low agent costs and hence cost per contact will be high this is illustrated in figure 2 the percentage of an agent or agent group s occupancy excluding after call work time this calculation is used in interval daily weekly and monthly historical agent summary and agent group summary reports when it is used in an agent summary report the field is agent occup of the column is to familiarize you with the kpis that really matter to your support organization and to provide actionable insight on how to leverage these kpis to improve your performance agent utilization one goal of every business is to achieve the highest possible quality at the lowest possible cost annual agent turnover definition annual agent turnover is the percentage of agents that leave the service desk for any reason voluntarily or involuntarily on an annual basis importance agent turnover is costly each time an agent leaves the service desk a new agent needs to be hired to replace the outgoing agent definition agent occupancy is the percentage of time that an agent is in their seat connected to the acd and either engaged in a call or ready to answer a call divided by the total number of hours at work excluding break time and lunch time demystifying the occupancy rate in your call center in our on going effort to demystify call center metrics let s take a look at occupancy rate this is basically a measure of how busy call center agents are when they are at work it is sometimes referred to as utilization this is also the case if an agent spends an extended period in aux when they go back into available mode their occupancy is assumed to be the average of the rest of the agents with that skill i do not know avaya s definition of the extended period in aux but as is often the case with call centers things get complicated quickly in this post we will look into how occupancy rate is calculated what value it adds to the vast mix of call center metrics and the problems that can arise if it is used improperly all rights reserved the formula for determining agent utilization is somewhat complicated a work day break times vacation and sick days training time and a number of other variables per month at an average handle time of ten minutes per contact
The percentage of time that an agent is in their seat connected to the acd and either engaged in a call or ready to answer.