Agent occupancy is very important metric of call centers in India. It is a service desk metric that measures the percentage of logged-in time during which an agent delivers customer service. It is the amount of time that a specialist actively spends in handling customer calls or doing after-call work against idle or free time. It is determined by dividing total workload hours by total staff hours and is expressed in terms of a percentage. An agent occupancy is the end result of how staffing is matched to incoming call patterns to a call center. Take for instance, if a group of agents handle customer calls for an average 15 minutes during a 30 minute period, occupancy rate for that particular period would be 50%.
Factors that drive agent occupancy rate includes, total number of staff, contact volume (inbound and outbound, including calls, email, etc.), and average handle time of contacts. In short, occupancy is the product of the defined service level objective mentioned above. If the service level remains the same, but the contact load and number of staff changes, the rate occupancy will change automatically.