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Glossary

What is Occupancy?

Occupancy is known as the percentage of extra time that calling agents devote while taking incoming calls within stipulated time frame or during idle time. This time percentage is called as occupancy. The provided idle time is resolute by distributing workload hours with staff hours. At the same time, occupancy is also considered as the figure of call center productivity. In some cases occupancy the term also used to measure the interactions of instant messaging.

When agent occupancy is the outcome of how recruitment process is equivalent to inbound call trends to a call center, the anticipated level of occupancy directly impacts the recruitment decisions in a sequential form of work environment such as processing email.

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