Contact centre
Occupancy & utilisation
Two figures that get used interchangeably and mean different things. One is about the agent's hour; the other is about yours.
Occupancy = handling ÷ available · Utilisation = available ÷ paid
This write-up is too long to fit in a shareable link. Print it or have it emailed instead — both carry the whole thing.
Result
79.2%occupancy
Inside the range most operations aim for.
- Occupancy
- 79.2%
- Utilisation
- 88.9%
- Idle time
- 100 min
Sustained occupancy above 85% predicts attrition more reliably than any engagement survey. Below 70% and you are paying for waiting.
Next step
Numbers are the easy half.
Every one of these models is only as good as the operation running behind it. If you would like ours, start with a conversation.