Agent Occupancy
Agent occupancy refers to the percentage of time that a customer service agent is handling customer interactions. This can include phone calls, emails, or live chats. High agent occupancy is generally considered to be a good thing, as it means that agents are productive and busy handling customer interactions. Low agent occupancy, on the other hand, may indicate that agents are not being utilized effectively, or that there are not enough agents to handle the volume of customer interactions. Agent occupancy is often used as a metric to measure the performance of a call center or customer service team, and to identify areas where improvements can be made.
Further Reading
Omnichannel Healthcare and T-Metrics: Transforming Patient Experience
In today's dynamic healthcare landscape, seamless communication is the cornerstone of patient satisfaction. Discover how we're transforming patient interactions, ensuring every touchpoint — from phone calls to social media — is consistent, efficient, and patient-focused. Embrace the future of healthcare communication, where care meets convenience.
What is a Contact Center?
A contact center is more than just a call center; it's a centralized hub where businesses manage interactions across multiple channels, ensuring customers receive consistent service. In today's digital age, T-Metrics leads in offering next-generation contact center solutions, prioritizing seamless communication and enhancing human connections.
StateRAMP and T-Metrics: Uncompromised Security for State and Local Governments
In a digitally driven age, T-Metrics stands out with our StateRAMP Authorized status, ensuring unparalleled security for state and local governments. Explore how regional frameworks like TX-RAMP are shaping the future.
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