These include:In order to be realistic and effective, goals for performance should be set with these and other variables in mind. If I want to calculate our call center's utilization target for the first time, what is the formula I should use...Enjoy this article as well as all of our content, including E-Guides, news, tips and more.By submitting my Email address I confirm that I have read and accepted the Terms of Use and Utilization rate, which is also referred to as call center Keep the following factors in mind when considering call center utilization or occupancy:Occupancy is a group, queue or center measure and is not controlled at the individual agent level. This is called the “total handling time”.The contact centre would also need to tally the “total logged-in time” across the day. The most obvious call center occupancy formula would be to divide the time an agent spends on calls by all of their available working time. When call center service level is carefully defined and measured consistently over time, it can be used to make data-driven decisions that can have a positive influence on your company (which is why we recently launched a 100% Uptime SLA for our customers). We give you the occupancy formula, worked examples and key points to consider when calculating occupancy in the contact centre.Occupancy is the percentage time that advisors take on call-related activity compared to the logged-in time. When you’re willing and able to perform a task yourself, your staff will be much more inclined to follow your lead. However, while this does fill time, the inability to measure progress means it is not guaranteed to be any more efficient than having advisors simply wait to take calls.While occupancy certainly isn’t the most tricky metric to use, it is often confused with other contact centre measurements such as conformance, utilisation and adherence.So, as occupancy is the percentage of time advisors spend doing call-related activities in relation to their total time available, the others differ like so:So, if an advisor was scheduled to work a shift of 180 minutes but instead works 184 minutes:So, if an advisor shows up five minutes late to a 180-minute shift but works through to the end of their shift, their adherence will look like so:Conversely, if an advisor were to show up for a 180-minute shift work on time but leave five minutes early, their adherence rate would also be 97.2%.Please share your thoughts in an email to Call Centre Helper. When it is too high, advisors are overburdened, and the centre is operating too close to its capacity. An 80% occupancy rate means that 20% of the time the representative was available (and in the ready state) for a call and the remaining 80% the representative was either on a call or in after call work status. You need to provide the two inputs of Actual Output and Potential Output. But not only that, the occupancy metric is a key part of scheduling advisors, if you do so with the Erlang Calculator and not workforce management (WFM) software. You must manage your occupancy so that you can achieve your ASA and Service Level goals.So here is the formula we occupancy in your center; suggest you use to calculatetalk time + hold time + wrap time/talk time+ hold time + wrap time + avail timeLet’s do a quick example, Tom has worked an hour without any breaks or idle time, he is a dedicated guy. When this happens, they abandon that position in favor of a less-stressful job. The hours you are measuring performance during. Choose the content that you want to receive. Utilisation considers total time at work (including training sessions, meetings etc. This website uses cookies to improve service and provide tailored ads. Smaller groups have lower occupancy than large groups. It is the percentage of time they are not available to take the next call.Sounds like a simple metric and one that is good to know but why do you really care about your centers occupancy?Hell you may even think that if anything you want your agents to be occupied 100% of the time.
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