Occupancy measures how much of an agent's available contact-handling time is consumed by interactions and associated after-call work.
Occupancy = (Contact Handling Time + After-Call Work) / Available Contact-Handling Time
If an agent is available seven hours and 5.6 hours are spent on calls and ACW, occupancy is 80%.
Very low occupancy can indicate excess capacity or scheduling problems. Extremely high occupancy can contribute to burnout and leave too little recovery or coaching time.
The calculator should show occupancy percentage, idle/available time, handled workload and comparison scenarios. Always display the formula because teams use the term inconsistently.
INTERACTIVE PLANNING MODEL
Run your scenario
Change the assumptions to see the result. Decimal rates use 0.80 for 80%.
PLANNING OUTPUT
80%Occupancy- Idle available time
- 120
Display formula because occupancy/utilization terminology varies.