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Presentation Transcript
Occupancy and AUX 8 Abuser Report • What is unfavorable AUX? • Unfavorable AUX is the difference between AUXOUT TIME and Outbound AUX Time in which AUXOUT TIME comprises of all callbacks done using different AUX mode (AUX 8, ACW, BREAK, etc. ) while OUTBOUNDAUX Time only consist of the time spent using the correct Callback AUX mode (AUX 8). • If an agent keeps on using incorrect AUX when doing callback, the minuend (AUXOUT TIME) will continue to increase and since the subtrahend (OUTBOUND AUXTIME) does not change or doesn’t have any significant change the difference (Unfavorable AUX time) will be lesser than the previous data. In line with this, it is very critical for all agents to use the correct Outbound process thus statistics can be properly accounted in CMS Avaya reports.
What is Occupancy? • Occupancy is the percentage of time that agents actually spend handling incoming calls, against the available or idle time, which is determined by dividing workload hours by staff hours (not including AUX Time). You may get this data by dividing the sum of ACW Time, ACDIN Time and Hold time against the Sum of Avail time, ACW Time, ACDIN Time and Hold time.
