Agent Occupancy Rate
Percentage of an agent's logged-in time spent on customer interactions or related work
What is Agent Occupancy Rate?
Agent occupancy rate is the percentage of an agent's logged-in time that is spent handling customer contacts. It shows how busy agents are.
Very low occupancy means paid time is wasted, while very high occupancy leads to stress, errors and burnout.
How this KPI is measured
- Function
- Customer Success & Service
- Sub-function
- Workforce Management
- Industry
- All Industries
- Type
- Lagging
- Impact
- Operational
- Unit
- %
- Measurement frequency
- Daily / Weekly
- Formula
- (Handle time / Available logged-in time) × 100
How to calculate it
Divide handle time by available logged-in time, and multiply by 100.
For example, if an agent was logged in for 400 minutes and handled contacts for 300, occupancy is 75%.
Occupancy depends on staffing and demand, and the right level depends on the type of work. Very complex work needs lower occupancy to give agents recovery time.
Where it is used
Balancing efficiency and wellbeing
Avoid overloading agents.
Planning staffing
Match agents to demand.
Spotting idle time
Find capacity to use better.
How to improve it
Tips and common mistakes
- Sustained very high occupancy harms quality and staff.
- Do not aim for 100%.
- Read with service level and attrition.
More Customer Success & Service kpi library
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