Call center agent occupancy vs. agent adherence

Learn the differences between two important call center metrics -- occupancy and adherence -- in this expert tip from Lori Bocklund.

Published: 13 Mar 2007

Should call center agent occupancy be measured against actual login time or targeted login time? For example, if...

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an agent sits for five hours instead of the targeted eight hours, then what should be the base time?

Agent occupancy should be based on the time call center agents are logged in. If they are logging in for five hours instead of a scheduled eight hours, call center managers would want to capture that in adherence. These two call center metrics reflect different things. Call center agents can control, and should be accountable for, adherence. Utilization, or occupancy, is a function of call volume, random call arrivals and staffing, so it is more a responsibility of call center management or the workforce planners.

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Work at home call center agent resources Explore resources for work at home call center agents, learn important topics and common challenges related to home-based call center agents in this guide.

Agent utilization (occupancy) in a small call center Agent utilization or occupancy is higher in a smaller call center, says expert Lori Bocklund. Find out why in this call center response.

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