Contact center occupancy

What each level means

The P1–P5 scale is shared across every skill, but what each level means changes with the skill. This is what it looks like in practice.

1. P1

   Describes the process, controls, stakeholders and basic decisions involved in Contact center occupancy.

2. P2

   Executes standard Contact center occupancy activities accurately within established controls and escalates exceptions.

3. P3

   Owns complex Contact center occupancy cases/processes, improves controls and coaches colleagues.

4. P4

   Sets cross-team standards and governance for Contact center occupancy, integrating risk, metrics and stakeholder needs.

5. P5

   Defines enterprise strategy or external practice for Contact center occupancy and develops other experts.