Feb
4th
2008

Agent Occupancy / Agent utilization



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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.
Occupancy is the result of call volumes, Number of agents staffed, CHT & Service levels.

Example: Half Hour Sector

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

ACD Time+ACW Time + HOLD Time / ACD Time+ACW Time+ HOLD Time+ AVAIL Time

= 15+8+2 / 15+8+2+5
= 25/30
= 0.8333
= 83.33% is the agent Occupancy / Agent Utilization

Example: Full Day Agent Occupancy

Let us assume that Agent is logged in for 9 Hours. 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), 0.5 Hours he had spent on ACW time (After Call work/Wrap Time), 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. Now here the calculation would be

ACD Time+ACW Time + HOLD Time / ACD Time+ACW Time+ HOLD Time+ Break Time + Avail time

= 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

Example: Full Day Agent Occupancy with Trainings and Meetings

Let us assume that Agent is logged in for 9 Hours. 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), 0.5 Hours he had spent on ACW time (After Call work/Wrap Time), 0.5 Hours he had put the Customer on hold (Hold time) 1 Hour he was on Regular breaks, 0.5 Hrs in a Training Session, 0.5 Hrs in Meetings and rest 0.5 Hours he had spent waiting for the calls. Now here the calculation would be

ACD Time+ACW Time + HOLD Time / ACD Time+ACW Time+ HOLD Time+ Break Time +Training Time + Team Meeting Time + Avail time

= 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

=72.22 % is the Agent Occupancy / Agent Utilization

What should be the Ideal Occupancy In any Call Center?

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, then it will result in staff turnover.

OCCUPANCY AND IT EFFECTS ON OTHER WFM METRICS

1. Occupancy is inversely proportional to service level.
Higher the service level lowers the occupancy.
Lower the Service level higher the occupancy.
2. Occupancy is directly proportional to ASA (Average speed of answer)
Higher the Average speed of answer, Higher the occupancy level
Lower the average speed of answer, Lower the Occupancy level.

OTHER WAYS OF CALCULATING OCCUPANCY

Here we intend to use only 2 attributes

1. Total staffed time
2. Wait time

Formula:

Occupancy = Total staffed time – Wait time / Staffed time

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