Agent occupancy

Agent occupancy refers to the percentage of time that customer service agents are actively engaged in handling customer interactions compared to the total available time. It is a key metric used to measure the efficiency and utilization of agents within a contact center or customer service operation.

Agent occupancy takes into account various activities such as answering calls, responding to emails, handling chats, and performing after-call work. A high agent occupancy rate typically indicates that agents are busy and productive, but excessively high occupancy rates can lead to burnout, decreased performance, and increased customer wait times. Conversely, a low agent occupancy rate may suggest underutilization of resources and potential inefficiencies in staffing or workflow management.

Balancing agent occupancy with other metrics such as service level and customer satisfaction is essential for optimizing workforce management and delivering a high-quality customer experience.

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