Glossary: 64 terms

Definition: Occupancy Rate measures how much of an agent’s work time is spent on customer-related activities, such as handling calls, chats, emails, can providing case support. This is impacted primarily by Available time. See Agent Utilization. Calculation: (Work Time) /(Work Time + Available Time) * 100 Benchmark: 85-90%. Higher occupancy rates are generally desirable. However, […]

Definition: Offer Rate or Offer to Forecast Ratio is a metric that compares the number of contacts offered to call center agents with the forecasted contact volume for a specific period. This evaluates the accuracy of call volume forecasting and assesses the call center’s ability to effectively handle the predicted workload. Calculation: (Number of Contacts