new to occupancy
Our call center just started looking at occupancy as a key metric. Our system tells me how many agents were available, how many calls were offered, how many were completed, average handle time all per half hour. I was calculating the occupancy as AHT*calls completed/agents/divided by 30 minutes. This doesn't account for the actual volume, calls offered. For example at 11:30 there were 98 calls offered, 88 completed, AHT 7:53.8 and 35.59 reps available. I calculated occupancy at 65.1% but that seems very low especially with that many missed calls.