The occupancy rate (or occupancy level) of a Call Center Agent is a key performance indicator that measures how much time an agent spends handling calls compared to their available working time. It is calculated using the following formula:
Occupancy Rate = (Total Handle Time/Total Available Time) × 100
Where:
- Total Handle Time: This includes the total time the agent spends on calls plus the time spent on after-call work (ACW), such as updating records or sending emails related to the call.
- Total Available Time: This is the total scheduled working time for the agent, excluding breaks and other non-working periods.
The occupancy rate is typically expressed as a percentage. A higher percentage indicates that agents are actively engaged in call-related tasks for most of their available time. It’s important to maintain a balanced occupancy rate to avoid agent burnout and ensure efficient time management. Too high an occupancy rate can lead to stress and reduced service quality, while too low a rate might indicate underutilization of resources.
