The call center term “occupancy” is the percentage of time call center agents spend handling calls (or other productive work such as chats, emails, etc.).
Call centers track occupancy to measure how productive their call center agents are. Occupancy generally refers to the productive time spent by an agent (handling inbound calls, making outbound calls, handling chats, SMS messages, emails, etc.).
Occupancy reports and analytics are often provided as standard ACD reports, but with the increased use of agents who handle chat, email and SMS, occupancy reports are more commonly provided from work force management systems (which aggregate agent occupancy data from different channels).
Occupancy is related to schedule adherence. As schedule adherence improves, occupancy may decrease.