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If a call center has an 80% occupancy rate, what does that mean?
Test yourself on occupancy in this question from the Call Center Metrics School quiz.
a) 20% of the time, CSRs are available and waiting for a call.
b) 80% of the time, CSRs are available and waiting for a call.
c) 80 CSRs are available and waiting for a call at any given time.
d) None of the above.
* Read the answer and more about occupancy
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