Question: How Is Agent Occupancy Calculated?

What is occupancy percentage?

Occupancy rate is the ratio of rented or used space to the total amount of available space.

Analysts use occupancy rates when discussing senior housing, hospitals, bed-and-breakfasts, hotels, and rental units, among other categories..

What is the ideal call center occupancy rate?

between 85% and 95%Industry-Wide Average Occupancy Rate in Contact Centers Most contact centers today aim for an occupancy rate of between 85% and 95%, depending on exactly how you measure it.

How is call center occupancy calculated?

The most obvious call center occupancy formula would be to divide the time an agent spends on calls by all of their available working time. For instance, if an agent spent 54 minutes on calls during one hour (aka 60 minutes) of work, they would have an occupancy rate of 90 percent (54/60 = 90%).

What is phone occupancy?

Call center occupancy is one of the key metrics that is often confused with an agent’s productivity. Essentially, It is the percentage of time that an agent actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours.

What is the difference between utilization and occupancy?

Henriette Potgieter, a call centre best practice management consultant at QBIC Solutions, tells us: “Occupancy differs from utilisation in that occupancy considers only live logged-in time, but utilisation considers total time at work (including logged-out time such as training).”

What is a good occupancy rate?

While a 100 percent occupancy rate is desirable, hotel owners may have to lower rates in order to achieve it. Therefore, there could be instances where hotels can actually make more money from an 80 percent occupancy rate than from a 100 percent occupancy rate, if the 80 percent are paying higher prices.

How is total occupancy calculated?

It is calculated by dividing the total number of rooms occupied by the total number of rooms available times 100.

What is the formula for calculating shrinkage?

Shrinkage is another way of expressing what used to be called Utilisation. Utilisation is simply the number of hours that employees are available to work on their primary task (measured hours), divided by the total paid hours. So a Shrinkage Figure of 30% equates to a Utilisation figure of 70%.

How many calls a day call center?

50 callsAs mentioned earlier, call center agents can take up to 50 calls a day, and not every one is resolved during the first call. Some calls will require a follow-up that may last days or weeks after the first interaction.

What is occupancy formula?

Calculate your Occupancy Rate It is one of the most high-level indicators of success and is calculated by dividing the total number of rooms occupied, by the total number of rooms available, times 100, creating a percentage such as 75% occupancy.

How do you calculate occupancy and utilization?

What percentage of the time that an agent is paid, are they logged in and assisting or available to assist with customer activity. Utilization is calculated as (Talk Time + Hold Time + Wrap Time + Customer-related activities + Available Time) divided by (Paid Hours on-site / Total Shift Time).

How is occupancy calculated in BPO?

Once the contact centre has calculated these figures, it can then simply divide the number calculated for “total handling time” by the figure calculated for “total logged time” and multiply the result by 100, to find a percentage occupancy.