The Occupancy Rate measures what % of time an agent or team is spending in the queue.
Arrows displayed in the bottom right corner of the Occupancy Rate infographic represents occupancy rate trends. If the occupancy rate value is less than the last refresh or if the value is different from the last refresh the status will improve or degrade accordingly. If the value remains the same the occupancy rate is stable.
| = | Call center Occupancy Rate performance is improving. Values have improved since the last refresh. |
| = | Call center performance Occupancy Rate performance is stable. Values are the same since the last refresh. |
| = | Call center performance Occupancy Rate performance is degrading. Values are lower than the last refresh. |
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