Occupancy Calculation weekly | WFM Call Center |

Occupancy Calculation weekly | WFM Call Center | #AHT #occupancy #shrinkage
Hello friends, In this video, I have tried to explain the calculation of #occupancy weekly wise in a simpler way with the help of #aht #calls #workinghours #agents
#occupancy is the percentage of time agents are actively engaged in customer interactions in relation to their available or idle time. As a statistic, it's used to calculate call center productivity.
Call center occupancy essentially measures how busy your agents are. It shows the percentage of time they spend on call-related activities vs. the amount they spend either idle or completing other work. Call-related activities include both talk time and after-call work like data entry or scheduling callbacks.
Occupancy is generally used in the long-term (monthly) capacity planning process. It serves as an input to determine how many FTE are needed to achieve a service level. Because of this, it effects the long-term staffing and hiring decisions
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