TTEC India Wfm Rta Analyst Interview Questions and Answers

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.

• Higher occupancy can lead to lower service level as agents may be busy with other tasks.

• Lower occupancy can result in higher service level as agents are readily available to answer calls.

• Optimizing occupancy levels is cruci...read more

Concurrency is the number of tasks that can be executed simultaneously in a system.

• Concurrency is important in real-time analysis to ensure that the system can handle the workload.

• Formula for concurrency is: Concurrency = (Total workload in seconds) / (Average handling time in seconds)

• For example, if the total workload is 3600 seconds and the average handling time is 10 seconds, then the concurrency would be 360.

• Concur...read more