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how to calculate the agents occupancy

Viewing 4 posts - 1 through 4 (of 4 total)
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  • 23rd May 2007 at 08:56 #18009
    mohammed jassem
    Guest

    Dear all im handling MIS in call center i need to calcuale the agents occupancy noting that im using symposoium

    24th May 2007 at 08:27 #18010
    Mahidhar
    Guest

    Occupancy is nothing but

    =logged in hours -idle time

    31st July 2007 at 09:18 #18011
    call center guy
    Guest

    Hi,
    If you automated system like avaya it automatically calculates occupany% agent-wise.

    Rgds

    17th August 2007 at 00:32 #18012
    Tanmoy
    Guest

    Dear Mr. Jassem

    Occupancy is the term used to define the logged in period of an agent which is utilized, i.e on call period. I will suggest if you use Avaya, or ACD you can easily print the report out (ACD).

    Then you can make charts on excel.

    Thanks and regards

    Tanmoy

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