Occupancy is the percentage of time that call agents actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours.
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For instance, the formula for an hour of occupancy (usually measured in seconds) is:
(call volume xaverage handling time in seconds)
( X agents x 3,600 seconds)
Occupancy is often used as a statistic in calculating call centerproductivity. When agent occupancy is the end result of how staffing is matched to incoming call patterns to a call center, the desired level of occupancy may drive staffing decisions in a sequential work environment like processing email. Occupancy can also be used to measure instant messaging interactions.