Feb
4th
2008

Agent Occupancy / Agent utilization

This is a guest post from Lavarthi Santosh. Lavarthi has 5 years of experience in BPO industry. He can be reached at the following email and phone numbers: Email id : lavarthisantosh@hotmail.com Mobile : 91+ 9886035080 (India) What is agent Occupancy & Calculation of Occupancy? Occupancy is the time spent by an Agent handling calls. [...]