Occupancy - Measurement

Author: CCa2z

Date: 29th October 2004

There are many tools for establishing and measuring your occupancy levels in TOOLKITS - such as the one below.

Calculate occupancy levels from your current variables

Input Zone         Occupancy Available
Agents Call Volume Talk (s) Wrap (s) Occupancy m:s per hr m:s per hr
19.0 400 120 30 88% 0:52:38 0:07:22
21.0 400 120 30 79% 0:47:37 0:12:23
23.0 400 120 30 72% 0:43:29 0:16:31

or calculate non-service level FTEs required from occupancy levels

Input Zone       FTE Occupancy Available
Occupancy Call Volume Talk (s) Wrap (s) Agents m:s per hr m:s per hr
79 200 145 25 12.0 0:47:24 0:12:36
56 200 120 25 14.4 0:33:36 0:26:24
79 200 120 25 10.2 0:47:24 0:12:36

 

 


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