Occupancy

The percentage of an agent’s logged time that is spent actively handling customer interactions, such as calls, chats, or emails, versus waiting for the next interaction. OCCUPANCY is a key indicator of how effectively the workforce is utilized during working hours. 

Calculation Example: 

Total Logged Time: 8 hours 

Total Productive Time (time spent on calls, chats, emails): 6.5 hours 

Occupancy: (6.5 / 8) * 100 = 81.25%