Early life. Trumbull was born in Lebanon, Connecticut, the son of Joseph Trumble (1678â1755) and his wife, Hannah Trumble (nÃ©e Higley), the daughter of John Higley and Hannah Drake. The patriarch of the Trumble family was the immigrant John Trumble (1612â1687), from Newcastle upon Tyne, Northumberland, who was Joseph's grandfather.
definition agent occupancy is the percentage of time that an agent is in their seat connected to the acd and either engaged in a call or ready to answer a call divided by the total number of hours at work excluding break time and lunch time
Occupancy can be a good metric to use in judging whether agents are working too hard or too easy. In my view, occupancy is an outcome of the staffing, call demand, average handle time and service level goal. In general, as service level increases (goes up), occupancy will decrease (go down) for a given call demand.