Occupancy

The percentage of time that agents handle calls versus how long they wait for calls to arrive. For a half-hour, the calculation is (Call Volume x Average Handle Time in seconds)/(number of agents x 1800 seconds).

For More Information How Does GPR Score Agents? In the Genesys Predictive Routing 9.0Library Read Me Library R--How Does GPR Score Agents? In the Genesys Predictive Routing storage Predictive Routing Help R--How Does GPR Score Agents? In the Genesys Predictive Routing storage Predictive Routing Deployment and Operations Guide How Does GPR Score Agents? In the Genesys Predictive Routing 9.0.0 Predictive Routing Deployment and Operations Guide

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