How Do You Calculate Chat Occupancy? Related Articles How to Calculate Occupancy in the Contact Centre What Is the Difference Between Occupancy and Utilisation? Occupancy in Contact Centres: Definition, Impact and Management Why Should Your Occupancy Rate NOT Exceed 85%? © lightgirl - Adobe Stock - 479813368 1,566 Filed under - Forum, Occupancy Chat Occupancy Hi guys, I was wondering, How do you calculate the occupancy for a chat project? Question asked by David Rodriguez Answer for Chat-occupancy Occupancy is defined as the total amount of work carried out divided by the time available. If the agent is doing more than one web chat at the same time the occupancy could come out as more than 100%. With thanks to Jonty Need Solution to Find Out Chat Occupancy how can we calculate actual occupancy of agent while handling more than 2 chats at same time.. kindly provide resolution With thanks to manpreet The Formula is the Same As for Voice The formula for occupancy is the same as for voice. The only difference is that you can have an occupancy of more than 100%. The article How to Calculate Occupancy outlines the calculation for this. With thanks to Jonty Occupancy Vs Concurrency Occupancy is occupancy regardless of how many chats they handle at once. You can add a concurrency measure ( ave # of concurrent chats) and factor it into your occupancy measure. With thanks to Lyndon Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 21st Apr 2022 Read more about - Forum, Occupancy Recommended Articles How to Calculate Occupancy in the Contact Centre What Is the Difference Between Occupancy and Utilisation? Occupancy in Contact Centres: Definition, Impact and Management Why Should Your Occupancy Rate NOT Exceed 85%? Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter