>>Is there a way that we can figure the agent productivity/efficiency/performance.
Productivity - is the question you asked Dave earlier - this metric is very common in call centres
Efficiency - is never asked
Performance - is measured using productivity figures, quality figures (monitoring, customer feedback and mystery shopping), sales figures, conversion rates, CPH, ASA etc etc.
So to take your question in more detail...
>>>>A person Taking 41 Calls has a higher Occupancy rate; however the agent taking 88 calls is more productive in terms of metrics. Lets assume both have the same Quality.
No, the agent taking 88 calls is taking more calls, the calls might be rubbish, they could be cutting people off etc etc. Occupancy has no quality metric attached to it. It is simply a measure of how busy the agent is - not how much quality they are putting into their work. Quality is measured by different parameters eg. monitoring, cust feedback and mystery shopping. You cant combine occupancy rates and quality metrics or productivity rates and quality metrics.
>Is there a way that we can figure the agentproductivity/efficiency/performance.
You see this is a poor question to ask becuase although an agent might have a high productivity rate (and apparently 'work' harder)this may be at the expense of quality.
You cannot measure quality and quantity adequately in one equation, they are very different parameters that dont mix.
I also agree with Rob. Its much better to examine how well your processes and systems are delivering against customer purpose. It doesnt really matter how productive your agents are if it takes 90 days to post the item they require.