Occupancy is a center or queue measurement that is the amount of time staff spends either on a call or in after call work. If you have a 32% occupancy rate, then your representatives are available and waiting for a call 68% of the time. Unless you have a compelling reason such as a very low tolerance for abandoned calls, 32% is a low occupancy rate (or put another way, your center is overstaffed). Depending upon the size and purpose of your center, a general practice is to staff the center to achieve an occupancy rate in the mid 80% range.
This was first published in July 2009