Symptom / Need

Agents have low occupancy or remain in READY status for a long time without receiving calls.

Context / Scenarios

Occupancy: Measures how busy an agent is during their workday. It takes into account time spent on calls (Talk) and on related activities such as documentation (Not Ready). This indicator is key to assessing the efficiency of working time.

Formula:

Occupancy = (Time in Talk + Time in Not Ready) / (Login Time – Time in Auxiliary States)

Ready Time: Ready time, also known as dead time, is the sum of the time in READY status that the agent has accumulated, in the time range or dates in which the report is made.

Formula:

Ready Time = Login Time - (ACW + AUX + TALK)

When high agent availability is identified, the strategy needs to be adjusted to increase service levels or improve occupancy.

Answer (Solution/Recommendation)

Recommended actions to improve occupancy and reduce READY time:

Predictive Campaign Speed Adjustment: Increase the speed of predictive campaigns to send more calls to agents.

Splitting databases: If you are only running one database, split it into two parts. Configure both databases to feed the same queue. This could result in duplicate calls distributed to advisors.

Operational changes: Evaluate with supervisors or coordinators possible adjustments to the operation that will reduce downtime.

Analyze the scope of maneuver defined with the end client to optimize processes.

These actions could help you reduce READY time, improve agent occupancy, and maximize operational efficiency. Always review key indicators to make informed and effective adjustments.