Utilization

The percentage of logged-in time that an agent spends on productive tasks (such as handling customer interactions, work related coaching/training/meetings) versus the total paid time.  

Utilization helps in assessing how effectively agents are being used. 

Utilization looks at what percentage of total paid time an agent is available to work on calls while occupancy rate looks at how much of the working time is used for call-related activities in comparison to being idle. 

To calculate occupancy, you must consider only logged in time, and for utilization, you need to consider total time at work. 

Calculation Example: 

Total Edit Time:  8 hours 

Total Productive Time: 6 hours 

Utilization Rate: (6 / 8) * 100 = 75% 

Total Productive Time: 6 hours 

Utilization Rate: (6 / 8) * 100 = 75%