4PS國(guó)際標(biāo)準(zhǔn)指標(biāo)定義：?jiǎn)T工占用率（即：工時(shí)利用率）:

根據(jù)4PS國(guó)際標(biāo)準(zhǔn)定義，該指標(biāo)衡量聯(lián)絡(luò)中心座席人員繁忙程度的指標(biāo)，4PS標(biāo)準(zhǔn)體系稱(chēng)為員工占用率（ Agent Occupancy ）。

這一指標(biāo)統(tǒng)計(jì)的是座席人員在登錄狀態(tài)下，用于與客戶(hù)交談和進(jìn)行事后處理的時(shí)間的比率。

According to the definition of 4Ps international standard，This indicator refers to A measure of the busy seating capacity, which we call employee occupancy rate (agent occupancy). This indicator measures the percentage of time that a person uses to talk to a customer and process afterwards in the log-in state.

根據(jù)4PS國(guó)際標(biāo)準(zhǔn)定義一般是指某段統(tǒng)計(jì)時(shí)間內(nèi)，聯(lián)絡(luò)中心座席員處理多通電話(huà)或其他業(yè)務(wù)處理的總時(shí)長(zhǎng)與實(shí)際登錄系統(tǒng)時(shí)長(zhǎng)的比率。對(duì)于沒(méi)有座席操作系統(tǒng)的來(lái)說(shuō)，占用率統(tǒng)計(jì)就比較困難，但是也可以通過(guò)對(duì)通話(huà)時(shí)長(zhǎng)、持線(xiàn)等待時(shí)長(zhǎng)、后處理時(shí)長(zhǎng)、等待來(lái)話(huà)時(shí)長(zhǎng)和業(yè)務(wù)處理時(shí)長(zhǎng)來(lái)進(jìn)行粗略統(tǒng)計(jì)

Generally, it refers to the ratio of the total processing time of multiple telephone calls or other business processing to the actual login system in a certain period of statistical time.

For those without a seat operating system, occupancy statistics can be difficult, but rough statistics can also be made by comparing the call time, the line holding waiting time, the post processing time, the waiting time for incoming calls, and the service processing time

計(jì)算公式：

呼叫中心員工占用率計(jì)算公式

或

呼叫中心員工占用率計(jì)算公式2

注意事項(xiàng)：

--總系統(tǒng)登錄時(shí)長(zhǎng)是指員工從簽入提醒至簽出系統(tǒng)之間的累計(jì)時(shí)長(zhǎng)，統(tǒng)計(jì)時(shí)段內(nèi)多次簽入簽出則時(shí)間累加計(jì)算。

The total system logon time is the cumulative time between the employee's check-in reminder and the check-out system, and the accumulated time is calculated when the employee checks in and out several times in the statistical period.

--一般常提及的工時(shí)利用率,在線(xiàn)利用率.人員利用率（區(qū)別與員工利用率）,工效,這幾個(gè)詞基本上都是同一個(gè)意思

Commonly referred to as man-hour utilization, online utilization. Personnel utilization ratio (difference from employee utilization ratio), ergonomics, these words are basically the same meaning

影響因素:

--根據(jù)4PS國(guó)際標(biāo)準(zhǔn)定義，占用率不僅是衡量聯(lián)絡(luò)中心座席員工作負(fù)荷率的重要指標(biāo)，也是客戶(hù)聯(lián)絡(luò)中心成本控制的重要指標(biāo)。如果占有率過(guò)低，說(shuō)明員工在空閑狀態(tài)的時(shí)間過(guò)長(zhǎng)，座席數(shù)量相對(duì)于話(huà)務(wù)量來(lái)說(shuō)配置過(guò)多。占有率過(guò)高會(huì)導(dǎo)致員工過(guò)于勞累而不能保證接通率。

Occupancy rate is not only an important index to measure the workload rate, but also an important index to control the cost of customer contact center. If the occupancy rate is too low, the staff in the idle state too long, the number of seats relative to the volume of traffic to allocate too much. Excessive occupancy can cause employees to be overworked and unable to ensure a turn-through rate.

--當(dāng)占用率過(guò)低時(shí)，聯(lián)絡(luò)中心管理者應(yīng)分析原因，若是人為因素，即座席惡意將電話(huà)置忙或是做過(guò)多與工作無(wú)關(guān)事務(wù)時(shí)，應(yīng)該加強(qiáng)座席培訓(xùn)和監(jiān)管。若不是人為因素，管理者需及時(shí)減少座席資源，以使座席工作飽和。若占有率過(guò)高，管理者就需考慮增加座席數(shù)量了

When the occupancy rate is too low, the manager should analyze the reason, if the human factor, that is, if the seat maliciously put the phone busy or do too much non-work affairs, should strengthen the seat training and supervision. If it is not human factors, managers need to reduce seat resources in time to make seat work saturated. If the share is too high, managers need to consider increasing the number of seats.。

--隨著話(huà)務(wù)量上升，提高聯(lián)絡(luò)中心座席人員工作效率的方法，及規(guī)模效益就開(kāi)始發(fā)揮作用。也就是說(shuō)，座席人員利用率會(huì)不斷的攀高。

As traffic increases, methods of improving the efficiency of call center staff and economies of scale begin to play a role. That is to say, seat personnel utilization ratio will keep climbing.

--來(lái)話(huà)量（或業(yè)務(wù)規(guī)模）會(huì)起到關(guān)鍵作用。因?yàn)榧词鼓闫谕加寐蔬_(dá)到 85 ％，并不意味著你能達(dá)到，這跟你的業(yè)務(wù)規(guī)?；騺?lái)話(huà)量有直接關(guān)系。

Incoming volume (or business size) will play a key role. Because even if you expect a seating occupancy rate of 85, it doesn't mean you can. It's directly related to the size or volume of your business.

--對(duì)于一個(gè)小型呼叫中心（業(yè)務(wù)量?。﹣?lái)說(shuō)，他們會(huì)期望服務(wù)水平達(dá)到 80/20 ，并安排足夠座席人員，但你不妨測(cè)算一下他們的座席人員利用率，如能達(dá)到 70 ％－ 80 ％就算不錯(cuò)了。

For a small call center (small business), they expect the service level to reach 80/20 and arrange enough seats, but you can measure the utilization of their seats, if it can reach 70% - 80%, even if it's good.

--相反，對(duì)于一個(gè)大型呼叫中心（業(yè)務(wù)量大）來(lái)說(shuō)，他們能夠在實(shí)現(xiàn) 80/20 服務(wù)水平的情況下，座席占用率甚至達(dá)到 95 ％。

On the contrary, for a large call center, they can use up to 95 percent of seats at 80 / 20 service levels.

--改善服務(wù)（服務(wù)水平）和改善占用率通常成反比關(guān)系。排班已較好的情況下，提高服務(wù)水平，意味著增加人員，使更多的人員來(lái)處理和完成同量的工作。

Improving service (service level) and improving occupancy rate are usually inversely proportional. Scheduling has improved service levels under better circumstances, which means increasing staff and enabling more people to handle and complete the same amount of work.

統(tǒng)計(jì)頻率：

按日或按周或按月。By day or by week or month;

參考標(biāo)準(zhǔn):

4PS結(jié)合全球多數(shù)聯(lián)絡(luò)中心運(yùn)行，其基準(zhǔn)≥71%，高效≥76-91% Benchmark ≥ 71, efficiency ≥ 76-91%

指標(biāo)應(yīng)用:

某CSR某日總在線(xiàn)時(shí)長(zhǎng)為8小時(shí)，具體構(gòu)成為：100個(gè)呼入電話(huà)，平均處理時(shí)長(zhǎng)180秒， 10封語(yǔ)音留言，每個(gè)語(yǔ)音留言的處理時(shí)長(zhǎng)為270秒，當(dāng)日小休總時(shí)長(zhǎng)2400秒，午餐時(shí)長(zhǎng)1800秒，則：

該CSR當(dāng)日員工占用率=（100*180+10*270）/（8*3600）*100%=71.85%；