Which metric helps in understanding the analyst's time spent specifically on customer-related tasks?

Occupancy is the metric that effectively illustrates the percentage of time an analyst is actively engaged in customer-related tasks, as opposed to being idle or occupied with non-customer-related activities. This metric provides valuable insights into how effectively an analyst utilizes their work time, reflecting their level of productivity in customer interactions.

When occupancy is measured, it takes into account the total time that an analyst spends working directly on tasks that contribute to addressing customer issues, such as responding to calls, chats, emails, and other forms of communication. A high occupancy rate generally indicates that the analyst is actively contributing to customer support and that their time is being used efficiently in resolving inquiries. Thus, it helps management evaluate staffing needs and overall team performance in relation to customer service demands.

In contrast, Mean Time to Resolution (MTTR) focuses on the average time it takes to resolve customer issues, which might not directly reflect the time spent by analysts on customer interactions during that resolution process. Average Hold Time specifically measures the length of time customers wait on hold during a call, which does not account for the analyst's active engagement. Customer Satisfaction, while critical to assessing the quality of service provided, does not provide insights into the operational metrics concerning time management and task engagement of the analyst.