Nice video, but I'm not sure that the industry has standardized on the definition of these metrics. In fact, I've more often seen utilization and occupancy definitions flipped from what you present here. Still, the concepts you cover are frequently misunderstood, and this video provides clarity.
Yes indeed! Though "occupancy" as "time occupying your seat" and "utilization" as "time utilized to help customers" has gained traction (and is the standard we have used in benchmarking for over two decades), there remain differences in reporting among vendors. We just spoke with a vendor the other day that seems open to revising their definitions to reflect the definitions indicated in the video. I am glad you found the video provides clarity on these important concepts. Thank you for your comment, Jim.
Yes, Ibrahim. There are several definitions out there. There is no absolute right and wrong. The video aims to 1) define and clarify the concepts, and then 2) indicate what we have used in benchmarking for over 20 years. Thank you for your feedback!
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Nice video, but I'm not sure that the industry has standardized on the definition of these metrics. In fact, I've more often seen utilization and occupancy definitions flipped from what you present here. Still, the concepts you cover are frequently misunderstood, and this video provides clarity.
Yes indeed! Though "occupancy" as "time occupying your seat" and "utilization" as "time utilized to help customers" has gained traction (and is the standard we have used in benchmarking for over two decades), there remain differences in reporting among vendors. We just spoke with a vendor the other day that seems open to revising their definitions to reflect the definitions indicated in the video. I am glad you found the video provides clarity on these important concepts. Thank you for your comment, Jim.
I missed the utilization formula due to your improper placement of comments
Hello Ragav, The Utilization Formula is:
(Total time actually helping customers (Handle time, ACWT, Chat, Email...))
/
(Total Occupied Time)
your definition are diffirenrt actyally opposite compared to COPC standards
Yes, Ibrahim. There are several definitions out there. There is no absolute right and wrong. The video aims to 1) define and clarify the concepts, and then 2) indicate what we have used in benchmarking for over 20 years. Thank you for your feedback!