Agent burnout Average Handle Time Metrics Service level 
Fonolo
AUGUST 15, 2023
When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time).
Fonolo
MAY 31, 2022
From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Total Shift Time —The full amount of time an agent was scheduled to work. An overwhelmed agent is not a happy agent. Yes, very much so!
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Fonolo
MAY 31, 2022
From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Total Shift Time —The full amount of time an agent was scheduled to work. An overwhelmed agent is not a happy agent. Yes, very much so!
JustCall
APRIL 3, 2024
Monitoring call volume patterns and adjusting staffing levels helps maintain service levels during peak periods. Without implementing flexible scheduling options, such as alternate shifts or remote work arrangements, you cannot ensure that all time zones are covered while preventing agent burnout.
Playvox
JANUARY 11, 2024
Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Does your spreadsheet do all that?
Playvox
APRIL 6, 2023
If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. If not enough people are scheduled, you will often see agent burnout due to minimal breaks between interactions, a higher-than-ideal occupancy rate, and higher overtime costs.
Talkdesk
JULY 16, 2019
In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. Contact center agents may also take issue with the performance metrics being used to assess them.
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