Agent Occupancy

The amount of time a Product Specialist is engaged in talk time or after-call work versus being idle (waiting for a call), frequently expressed as a percentage. To calculate Product Agent occupancy, the total call time is divided by the reporting period. It is counted as the percentage of logged-in time that a product specialist spends in active contact states (i.e., on incoming calls, in wrap-up activity, or on outbound calls) compared with sitting idle awaiting a call. Occupancy being the period of logged-in time spent on call-related activity.