Agent occupancy is a key performance metric in the contact center industry, representing the percentage of time agents are actively engaged in handling customer interactions compared to their available working time. It plays a pivotal role in striking a balance between operational efficiency and service quality. Agent occupancy reflects how effectively a contact center is utilizing its workforce to address customer needs while maintaining an efficient workflow.
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Focusing on inbound call analysis can help you increase your resolution speed, agent productivity, and overall call center performance. We’ll cover eight of the top inbound call center metrics to measure and share tips for optimizing them which, in turn, will improve the customer experience.
Consider the capabilities of your specific contact center. Do you have enough agents in place to meet a specific service level? What’s a reasonable workload for your agents? How will this service level impact work culture, productivity, and well-being?
9. Agent utilization tells you the ratio of time spent on tickets to time spent on other internal tasks. Aim for a higher ratio for a more effective team. If this ratio is low, it could be that agents are burdened by time-consuming tasks that could be automated, or that agents need to be trained on more efficient practices.