What is AHT, occupancy, utilization

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AHT stands for Average Handle Time, occupancy is the percentage of time agents are busy, and utilization is the percentage of time agents are productive.

AHT is the average time it takes for an agent to handle a customer interaction from start to finish.
Occupancy is the percentage of time agents are actively engaged in handling customer interactions.
Utilization is the percentage of time agents are actually being productive and handling customer interactions.
For example, if an agent spends 5 minutes on a call, 2 minutes on after-call work, and 3 minutes on hold, the AHT would be 10 minutes.
If agents are occupied with customer interactions for 80% of their shift, the occupancy rate would be 80%.
Utilization takes into account both occupancy and the time agents spend on productive tasks, such as handling customer interactions.

What is AHT, occupancy, utilization

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