Adherence to schedule
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Oct 06, 2008
My team is 12 reponsible; our service level is 70/60; our occupancy target is 45%, but we can not achieve the target. How we achieve the target for occupancy? -- Samantha, Vodafone
– Samantha
Samantha, I would start with all the basic workforce calculations like calls arriving patterns and Erlang-C staff calculations. If you are sure that your team is not overstaffed, then I would take a look at the occupancy measuring tool. What do you use to calculate agent occupancy?
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