Operations Management, Metrics/Performance Measurement, Occupancy, Measuring properly, Reporting
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Mar 21, 2012
When an associate is in Auxiliary mode, does it have a negative impact on occupancy?
– d olson
Aux shouldn't have any impact on occupancy (or available time). First I look at occupancy as 1 minus available time. So while an agent is auto in and waiting for a call they are available, when they are on the call they are unavailable, ACW and Hold are unavailable. So if you are using an AVAYA ACD you'd arrive at the formula AVAILABLE / (ACDTIME+ACWTIME+ACDHOLDTIME+AVAILABLE) = Available %, and then you'd invert to 1-Available to get the Occupancy number. I've never been a fan of the ACD calcuations of Occupancy as they never seem to align with my raw data calculations. Way back in the day Tim Montgomery published a white paper on Service Level and occupancy and available time which I've found useful - since it is freely available on the web - I posted the link here. www.servicelevelgroup.com/files/SLGYourServiceLevel.pdf jeff palzkill, MSTM, CCOM
Occupany and availability are 2 different calculations. Occupancy is used in relationship to Service Level, as mentioned above, and should not have the Aux Time included in it. Occupancy is a way to examine the business of the agent group in comparison to the volume coming in. If you are using the technologies that have a separate mode from the After Call Work or Not Ready key, you need to examine what that mode is used for. If you are using it for breaks, lunches, training, etc - activities not directly related to the last call / contact - it is recommended not to use that mode in the calculation. The calculation would look something like this: Login Time - (Wait Time + Aux Time) / (Login Time - Aux Time) X 100 = % occupancy OF THE AGENT GROUP In this calculation it will take into consideration all time except Aux time as the denominator. (Login Time is all the agents logged into that skillset.) Now, this is a very generic explanation because each vendor has different ways of calculating information. In this equation any activity the agent is doing, with the exception of waiting and Aux time is considered contact related time, hence busy time. Furthermore, in a multi skill group comparing the incoming contacts to a particular skillgroup can become more complicated. So, without knowing the system you are using, this is just a guide. When we look at availability - it is similar but it looks at the INDIVIDUAL and not the group. It also is not used to compare it to the inbound contac volume. This Thursday June 28 ICMI is doing a webseminar and we will be going over this calculation more in depth, along with other ACD metrics - the productivity metrics we will focus on. http://www.icmi.com/Training/Courses/Understanding-ACD-Data/2012-06-27-ICMI-Virtual-Classroom
While it will not affect occupancy, it certainly reduces the amount of time the agent could have taken calls, legitimately or not.
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