Desktops, Laptops and OS
Networking and Communications
Servers and Server OS
Software and Web Development
with other members or
your contacts to the community.
+ invite connections
an existing group to participate in the group discussions or
a new group of your own to create discussions around topics of interest to you and your work.
+ create group
new info to your ITmodelbook. You can find white papers, technology reports, business analysis, webinars, presentations and more. You can also share your own authored content and resources you like by adding this info.
+ add resource
Resources you may like
Service Desk Agent Occupancy | Metric of the Month
Share within ITmb
Share This Resource
Share with: Connections
Share with: Groups
Agent occupancy is a service desk metric that measures the percentage of logged in time that an agent is actually delivering customer service. Let’s say, for example, that an agent is logged into the service desk ACD for six hours a day, and is in talk, hold, or wrap mode for four of those six hours. In this case, agent occupancy would be calculated as 4 hours ÷ 6 hours = 66.7% agent occupancy. Likewise, let’s say that an agent is logged into the ticketing system for seven hours a day, and is responding to customer tickets that are emailed to the service desk for five of those seven hours. The calculation for agent occupancy in this case would be 5 hours ÷ 7 hours = 71.4% agent occupancy.
Agent occupancy is oftentimes confused with agent utilization. Although the numerator is the same for both metrics, the denominator is different. The denominator for occupancy, as explained above, is the total time that a voice, email, or chat agent is logged into the system. By contrast, the denominator for agent utilization is the total time that a voice, email, or chat agent is at work, including the time that the agent is logged into the system.
Please click the link below to download the full Metric of the Month*
Select Subject Area
Service Desk KPIs, Service Desk Agent Occupancy, Service Desk Metric, Service Desk Benchmarking
Jeff Rumburg | MetricNet
The resource is available from the link above.
Latest reports from top IT companies:
© ITmodelbook 2012-2017.