Average Percent Occupancy Factor

Average Percent Occupancy Factor is used to determine how much time an agent is ready to take calls out of a scheduled shift. If an agent is scheduled for an 8-hour shift and is ready to take calls for 2 hours, their occupancy factor is 25%.

AnswerConnect tracks average percent occupancy factor in their call center to ensure that calls are handled efficiently. This statistic is used in conjunction with other agent data to provide our clients with the highest level of coverage possible.