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Three numbers read hour by hour, and the distinction between two of them that changes what you conclude.
Where to find them
In the reporting, with the interval set to hourly. Volume comes from ticket data; utilisation and occupancy from tracked time.
Utilisation against occupancy
Utilisation is customer work as a share of all paid time, including breaks, meetings and training.
Occupancy is customer work as a share of time the agent was available.
The same team can show sixty per cent utilisation and ninety per cent occupancy, and both are true. Quoting one as the other is how a busy team gets described as having capacity.
Read them per hour, not per day
A daily average hides the eleven o'clock peak entirely, and the peak is where queues form and people burn out.
What high occupancy means
No recovery between contacts. Sustained above roughly eighty-five per cent it predicts errors, short replies and resignations.
It is a warning, not an achievement.
What low utilisation usually means
Untracked work, before it means idle time. Check your general tasks before concluding anything about the team.
Put volume next to them
Occupancy is meaningless without knowing what arrived. High occupancy with low volume points at handling time; high occupancy with high volume points at staffing.
Use them for staffing
These belong in a conversation about hours and headcount, not in one about individuals.
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