Service level and occupancy have a positive correlation.

• Service level is the percentage of calls answered within a specific time frame.

• Occupancy is the percentage of time agents spend handling calls.

• H...read more

Occupancy is actually productive time if our occupancy is 80% or 85 % so that occupancy is good and meet company Target SL but occupancy high it is not good like 85 % or above 90 % chance for future a...read more

The fact is that agent occupancy is inversely proportional to service level. To improve service, you add staff, and when more people are handling the same amount of work, everyone is less busy and occ...read more

The higher your occupancy percentage the lower your service level.