Occupancy & Service Level Relationship Graphs

Author: CCa2z

Date: 13th October 2004

This presentation shows you the clear relationship between occupancy and service level.

You will see occupancy levels reduce, the higher the service level achievement and conversely, occupancy levels increase as service level reduces.  The latter reflects insufficient agents, having to become more occupied to answer calls.

For occupancy levels to reduce to achieve higher service levels, additional staff are provided.

As a rule of thumb, occupancy levels should never exceed service level.

Diminishing returns set in when the provision of additional agents cannot improve service level anymore.

Follow this link to view the presentation Service Level & Occupancy Graphs


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