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Occupancy Question
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Occupancy Question
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Hello there, I work for a call centre of aprox 350 agents, and our Occupancy rate is high (over 90%) but the SVL is also around 88% I would have taught that the higher the SVL the lower the
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Occupancy Question

posted at 10/4/2012 3:35 PM EDT on Workforce Management
Posts: 1
First: 10/4/2012
Last: 10/4/2012
Hello there,

I work for a call centre of aprox 350 agents, and our Occupancy rate is high (over 90%) but the SVL is also around 88% I would have taught that the higher the SVL the lower the occupancy but is not the case,

The current formula we are using is: Log In time / (Log In time + Wait time)

I was thinking it should be:
( Log In time - Not ready) / (Log In time + Wait time)


Where not ready is not part of the post call

I would appreciate some guidance on this matter

Thank you
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