Chat Occupancy
Hi guys, I was wondering, How do you calculate the occupancy for a chat project?
Question asked by David Rodriguez
Answer for Chat-occupancy
Occupancy is defined as the total amount of work carried out divided by the time available.
If the agent is doing more than one web chat at the same time the occupancy could come out as more than 100%.
With thanks to Jonty
Need Solution to Find Out Chat Occupancy
how can we calculate actual occupancy of agent while handling more than 2 chats at same time.. kindly provide resolution
With thanks to manpreet
The Formula is the Same As for Voice
The formula for occupancy is the same as for voice. The only difference is that you can have an occupancy of more than 100%.
The article How to Calculate Occupancy outlines the calculation for this.
With thanks to Jonty
Occupancy Vs Concurrency
Occupancy is occupancy regardless of how many chats they handle at once. You can add a concurrency measure ( ave # of concurrent chats) and factor it into your occupancy measure.
With thanks to Lyndon
Author: Jonty Pearce
