What Is Occupancy in a Contact Center Context?

Occupancy (also often referred to as Utilization) refers to the percentage of time agents are logged in to the ACD system and actually answering calls or doing After Call Work as opposed to sitting idle waiting for calls to be routed to them.
Occupancy in the contact center increases with deployment of WorkFlex.If agents are failing to answer the phone and are sitting idle, WorkFlex can be configured to send them real-time alerts with a reminder to get back to work. Alerts can simultaneously be sent to supervisors and workforce administrators notifying them of the alert the agent has received.

 

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