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.

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.

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This was last updated in August 2006

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