Definition
The percentage of an agent's logged-in time spent actively handling calls or tickets (talk time plus after-call work), excluding idle time between interactions.
Business Importance
Occupancy is a workforce management lever distinct from utilization — running it too high burns out agents and hurts quality, while too low signals overstaffing against actual volume.
Industry Examples
An agent logged in for 8 hours who spends 6.5 hours actively handling or wrapping up interactions has an 81% occupancy rate.