Feb
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2008

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Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 This is a guest post from Lavarthi Santosh. Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Lavarthi has 5 years of experience in BPO industry. Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 He can be reached at the following email and phone numbers:

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Email id : lavarthisantosh@hotmail.com
Mobile : 91+ 9886035080 (India)

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 What is agent Occupancy & Calculation of Occupancy?

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Occupancy is the time spent by an Agent handling calls.
Occupancy is the result of call volumes, antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Number of agents staffed, antibiotics > tetracycline 500mg pills > 360 pills > $449.00 CHT & Service levels.

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Example: Half Hour Sector

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Let us assume that Agent is logged in for 30 Minutes. Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Out of the 30 Minutes of the total logged in time he might have spent 15 Minutes on ACD time (Talking to the Customer), antibiotics > tetracycline 500mg pills > 360 pills > $449.00 8 Minutes he had spent on ACW time (After Call work/Wrap Time), antibiotics > tetracycline 500mg pills > 360 pills > $449.00 2 Minutes he had put the Customer on hold (Hold time) and rest 5 Minutes he had spent waiting for the call. Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Now here the calculation would be

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 ACD Time+ACW Time + HOLD Time / ACD Time+ACW Time+ HOLD Time+ AVAIL Time

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 = 15+8+2 / 15+8+2+5
= 25/30
= 0.8333
= 83.33% is the agent Occupancy / Agent Utilization

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Example: Full Day Agent Occupancy

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Let us assume that Agent is logged in for 9 Hours. Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Out of the 9 Hours of the total logged in time he might have spent 6.5 Hours on ACD time (Talking to the Customer), antibiotics > tetracycline 500mg pills > 360 pills > $449.00 0.5 Hours he had spent on ACW time (After Call work/Wrap Time), antibiotics > tetracycline 500mg pills > 360 pills > $449.00 0.5 Hours he had put the Customer on hold (Hold time) 1 Hour he was on Regular breaks and rest 0.5 Hours he had spent waiting for the calls. Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Now here the calculation would be

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 ACD Time+ACW Time + HOLD Time / ACD Time+ACW Time+ HOLD Time+ Break Time + Avail time

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 = 6.5 + 0.5 + 0.5 / 6.5 + 0.5 + 0.5 + 1.0 + 0.5
= 7.5 / 9
= 0.8333
= 83.33 % is the Agent Occupancy / Agent Utilization

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Example: Full Day Agent Occupancy with Trainings and Meetings

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Let us assume that Agent is logged in for 9 Hours. Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Out of the 9 Hours of the total logged in time he might have spent 5.5 Hours on ACD time (Talking to the Customer), antibiotics > tetracycline 500mg pills > 360 pills > $449.00 0.5 Hours he had spent on ACW time (After Call work/Wrap Time), antibiotics > tetracycline 500mg pills > 360 pills > $449.00 0.5 Hours he had put the Customer on hold (Hold time) 1 Hour he was on Regular breaks, antibiotics > tetracycline 500mg pills > 360 pills > $449.00 0.5 Hrs in a Training Session, antibiotics > tetracycline 500mg pills > 360 pills > $449.00 0.5 Hrs in Meetings and rest 0.5 Hours he had spent waiting for the calls. Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Now here the calculation would be

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 ACD Time+ACW Time + HOLD Time / ACD Time+ACW Time+ HOLD Time+ Break Time +Training Time + Team Meeting Time + Avail time

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 = 5.5 + 0.5 + 0.5 / 5.5 + 0.5 + 0.5 + 1.0 + 0.5+0.5 +0.5
= 6.5 / 9
=0.7222

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 =72.22 % is the Agent Occupancy / Agent Utilization

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 What should be the Ideal Occupancy In any Call Center?

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 I would recommend that a comfortable and sustainable level of occupancy should be around 80-85% – if agents are working at a higher level than this on a regular basis, antibiotics > tetracycline 500mg pills > 360 pills > $449.00 then it will result in staff turnover.

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 OCCUPANCY AND IT EFFECTS ON OTHER WFM METRICS

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 1. Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Occupancy is inversely proportional to service level.
Higher the service level lowers the occupancy.
Lower the Service level higher the occupancy.
2. Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Occupancy is directly proportional to ASA (Average speed of answer)
Higher the Average speed of answer, antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Higher the occupancy level
Lower the average speed of answer, antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Lower the Occupancy level.

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 OTHER WAYS OF CALCULATING OCCUPANCY

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Here we intend to use only 2 attributes

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 1. Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Total staffed time
2. Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Wait time

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Formula:

Antibiotics > tetracycline 500mg pills > 360 pills > $449.00 Occupancy = Total staffed time – Wait time / Staffed time

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