Agent Occupancy and Utilization | Managing Metrics

Описание к видео Agent Occupancy and Utilization | Managing Metrics

Occupancy and Utilization are two efficiency metrics correlate powerfully with costs, but are frequently mixed up and misunderstood by managers. Bruce Belfiore uses three boxes to illustrate the industry standard definitions of these KPIs in a way that will make clear both how the metrics are calculated and why these calculations are important to your workforce management function and to your center overall.


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