Agent occupancy
Agent occupancy is the share of an agent's logged-in time spent actively handling contacts rather than waiting for work.
Agent occupancy is the proportion of an agent's available, logged-in time that is spent actively working on contacts, including talk, chat, and related wrap-up work. It is calculated conceptually as (time handling contacts) / (total logged-in time available for contacts) over a period.
Occupancy excludes time when an agent is logged in but idle, waiting for the next contact to arrive. It is distinct from use, which often folds in scheduled non-contact activities like training and breaks, so the two should not be used interchangeably.
In context
Agent occupancy shows how fully staffed time is being used to handle live demand. It helps workforce planners judge whether a team is overstaffed, with agents waiting idle, or stretched too thin, with little breathing room between contacts.
Teams use occupancy to balance efficiency against sustainability. Very low occupancy wastes paid capacity, while persistently high occupancy leaves no recovery time between contacts and tends to drive errors and burnout, so planners aim for a healthy middle and read it alongside service levels.
How Auralis uses Agent occupancy
Auralis eases occupancy pressure by having Autopilot absorb repetitive contacts and Assist speed up the rest, with reported time savings of around 15 hours per agent per week, so human capacity can be planned with more breathing room.