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.
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