Tag: occupancy

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Call Centre Occupancy

December 10, 2017 Last Updated: December 16, 2018
CX Central

Occupancy is normally expressed as a percentage and is the time a call centre agent spends on the phone talking to customers versus the total available time of their shift.

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Occupancy

December 11, 2018 Last Updated: November 15, 2020
CX Central

Call centre occupancy (aka Utilisation) is best defined as the percentage of sign-on time a call centre agent spends talking and doing legitimate after-call work.