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New Member

IPCC Call center occupancy

Hi to all,

how can we get the IPCC occupancy using webview?

thanks for your prompt answer,

3 REPLIES

Re: IPCC Call center occupancy

This will require a custom report. You can use InfoMaker to generate these.

david

New Member

Re: IPCC Call center occupancy

would you know the formula to calculate it?

Re: IPCC Call center occupancy

This page has a pretty generic formula I've seen used. http://www.callcenterconsultant.net/2008/agent-occupancy-agent-utilization/ However, your customer might have different metrics (e.g. no ACW).

david

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