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CCXLOccupancy()

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Purpose

 

This function returns an estimate of the overall occupancy of the agents handing inbound calls.  That is, the percentage of time that they are speaking to callers.

 

 

Format

 

=CCXLOccupancy ( Agents , Calls , Duration )

 

 

Result

 

A real number between 0 and 1, where 0 means no occupancy and 1 means full occupancy.  A cell displaying this result would usually be formatted as a percentage so that the percentage occupancy is shown.

 

 

Arguments

 

Name

Description

Units

Limits

Agents

The number of agents answering inbound calls

(Unitless)

Between 0 and 10000

Calls

The number of calls received in one hour

(Unitless)

Between 0 and 300000

Duration

The average length of the calls after they have been answered

Seconds

Between 1 and 3600