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Hi,
Utilisation is often 100 %,
but what is utilisation usually:
– Traffic carried / Nb of circuit ?
– Traffic carried / Critical Traffic (Traffic carriable according to the design GoS, Erlang B) ?
– Offered traffic (Erlang B estimation from traffic carried) / Critical Traffic ?Thanks in advance.
Sam.It depends on your ACD, but for me
% Utilization shows:
the overall efficiency of agent performance.
It is the total ratio of time spent in
useful activity, in regard to total time.
Note: an agent is considered to be in ‘useful
activity’ when handling calls, or in wrap-up (work).Therefore, the higher your % Utilization,
the busier your agents are.It depends on your ACD, but for me
% Utilization shows:
the overall efficiency of agent performance.
It is the total ratio of time spent in
useful activity, in regard to total time.
Note: an agent is considered to be in ‘useful
activity’ when handling calls, or in wrap-up (work).Therefore, the higher your % Utilization,
the busier your agents are.I have seen many times the Radio utilization of particular sector or carrier is more than 100%…What this actually means.?
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