Call Center Agent Occupancy Formula

What is Occupancy in a Call Center?

Occupancy in contact centers and call centers is important. Call centers use many metrics to evaluate and improve on their services, and one of those is occupancy rate. By looking at occupancy rate, call centers can help determine how busy their agents are, whether their call center is overstaffed or understaffed, and the effectiveness of What is Occupancy in a Call Center?