Glossary
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Occupancy Rate
Occupancy rate measures how much time an agent is on a call and can?t take another one. It is also used to measure after-call work. Occupancy rate is calculated by dividing the total amount of time an agent is logged in to the amount of non-idle time.
Occupancy rate is closely monitored by AnswerConnect to determine the staff needed to make sure evry call is answered as rapidly as possible.