Occupancy

[Athomas]

We have a blended environment in our call center using a relatively new ACD solution. However I do not know how it is calculating occupancy. My question is 2 fold:

1. Can someone provide me with the equation for occpancy?
2. Is anyone using occupancy with outbound included? If so what formula are you using?

I appreciate any help you can send my way

[DaveA]

If you assume Occupancy is the total ACD time (inbound and outbound combined) you can calculate as follows

Total Occ per CSR = ((Total Inbound ACD Calls * Inbound AHT) + (Total Outbound ACD Time * Outbound AHT))/ (Total Staff Time)

Such that Total Staff Time = Total CSR ACD Time + CSR Available TIme

Only if you do not include Off phone time (Meetings, Projects, etc.) in your Occupancy definition.

For example, I am interested in Occupancy as it relates to SL. Although the relationship is not perfect, I can plot CSR Occupancy against actual SL, regress a solution and then set a goal Occupancy for CSR teams. If you know what Occupancy allows you to make your SL objectives, you can use that value to quick estimate required Staffing levels without the need for WFM software. I use Genesys WFM to do the actual detailed staff requirements in short term forecasts but use the SL/Occupancy relationship for long term capacity planning.

Hope this helps. If you want to me send you an expample, let me know.

Dave