agent unavailability

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agent unavailability
how much of agent availability in call center is acceptable


Call Centre Helper

You need to be careful on this one.
First occupancy is often a function of call volume which is outside of the control of the agent.

There is also a difference between occupancy and utilization.

I presume that you are looking at the amount of time that an advisor is not available to take calls (i.e. not logged in to a queue, or have pressed the "not available state")

There is no right answer about this apart from looking at workload and the type of call.

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