If you are reading this article, you probably want to know what occupancy rate is and why it is so important for the smooth and stable operation of any contact center. In fact, this is one of the dozens of metrics used by call centers to reflect the effectiveness of their work and improve services provided.
More info: https://simply-contact.com/occupancy-call-center-rate-calculating-and-optimization-post/
In simple terms, occupancy rate is the percentage of time spent on calls, as well as on after-call work, compared to all the available time, including quiet periods. Let's take a look at how this might look in practice. For example, a call center agent named Adam has an occupancy rate of 90%. If you could ask him how much time he has actually spent on calls and client interaction, Adam would answer that he spent 90% of his working time (e.g. 4.5 hours out of a 5-hour workday) performing his direct duties, and for the remaining 10% (half an hour), he was waiting for a call.