Importance

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Abstract

A call center is configured to include a capability for generating measures of occupancy for one or more agents. At least one value characterizing an occupancy measure determination for a given agent is stored in a memory associated with the call center, and used in generating an occupancy measure for that agent. In an illustrative embodiment, a set of stored values for the given agent includes an initial occupancy value for the agent, expressed in terms of a percentage. The occupancy measure for the agent may then be set to the initial occupancy value upon a log-in by the agent, so as to avoid undue oscillation in the occupancy measure after log-in. The set of stored values for the given agent may also include, for example, a limit which specifies a maximum amount of time for a designated activity which is to be considered as occupied time in generating the occupancy measure, or a limit which specifies a maximum effect of a designated activity in generating the occupancy measure. The designated activity may be, for example, after call work or auxiliary work performed by the agent.

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First Claim