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10-30-2008, 11:37 AM
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Productivity and Occupancy
Dear,
i am working at call center in 45 seats... i am still confuse the difference between PRODUCTIVITY and OCCUPANCY.... can anybody help me, the meaning/definition and formula (how to calculate) productivity and occupancy? how is the best way/practice to solve high/low productivity and occupancy? pliss give me some information... Big thanks Chichi 
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11-03-2008, 09:31 PM
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Productivity = The time the agents are spent in a productive state (talking on the phone, email processing, wrap time can be included)
Occupancy = The time the agents are working or spent in a productive state vs the time they are in a non productive state such as a not ready state or a state where a call/email cannot be answered, this can be stated as Utilization as well. How much time your agents are being "utilized" Productivity Total Talk time Working minutes (talk time + wrap time) / staffed minutes Occupancy or Utilization not ready state / staffed minutes There are other ways that this can be measured but this should give you a good start.
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| AHT Problem | Chichi | General Discussion | 1 | 11-18-2008 01:54 AM |
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