Call center Occupancy Rate

[kellym9236]

Hello,

I'm trying to figure out the occupancy rate for each line, is there a quick and easy formula I can use on each line?

 

[johnnyL]

Any hints you can offer as to what the 'occupancy rate' would mean?

 

[kellym9236]

Any hints you can offer as to what the 'occupancy rate' would mean?

Occupancy rate is calculated as the percentage of time agents spend handling customer inquiries vs. other idle time.

 

[johnnyL]

Sorry, that still doesn't help me without knowing what the rest of the column headers mean. Perhaps someone else can pick it up.

 

[AhoyNC]

Maybe this link will help.

How to Calculate Occupancy Rate in a Call Center | Fonolo

Learn the formula for occupancy rate, how to calculate occupancy rate in your call center, and the value occupancy adds to the mix of call center metrics.

fonolo.com