Difference Between Occupancy and Utilization Related Articles What Is the Difference Between Occupancy and Utilisation? How to Calculate Occupancy in the Contact Centre Top Tips to Optimize Occupancy and Utilization Occupancy in Contact Centres: Definition, Impact and Management © MichaelJBerlin - Adobe Stock - 61894234 15,994 Filed under - Forum, Occupancy, Utilisation Difference Between Occupancy and Utilization What is Difference between agents Occupancy and Utilization and what is formula for both Question asked by v Occupancy and Utilization Are Used Interchangeably Occupancy and Utilization are terms that are often used interchangeably, but are different. This is very important in contact centres and BPO. Difference between Occupancy and Utilisation Have a read of this article or see these two articles about how to Calculate Occupancy and How to Work out How Many Staff you Need With thanks to Jonty Occupancy Differs From Utilization Occupancy differs from utilization, in that occupancy considers only live logged in time, but utilization considers total time at work (including logged out time such as training). Occupancy Occupancy = What percentage of time that my agents are logged in live, are they actually productively busy with a customer activity, or are they available to do more? Utilisation Utilization = What percentage of the time that I pay my agent, are they logged in and assisting or available to assist with a customer activity? Occupancy typically will be calculated as: (Talk+Hold+Wrap+Customer-related activities), divided by (Talk+Hold+Wrap+Customer-related activities+Available Time). Whereas utilization is calculated as (Talk+Hold+Wrap+Customer-related activities+Available Time), divided by (Paid Hours on-site / Total Shift Time). Occupancy is especially important in schedule design, as it assists with measuring schedule optimization, so as not to have agents sitting and waiting for calls. Utilization is important as input to shrinkage or overhead calculations, as it considers “non customer-related activities” that still get paid for, but that takes the agent away from servicing a customer, such as: Training Time Coaching Personal Breaks With thanks to Henriette Author: Jonty Pearce Reviewed by: Megan Jones Published On: 12th Apr 2022 - Last modified: 25th Mar 2024 Read more about - Forum, Occupancy, Utilisation Recommended Articles What Is the Difference Between Occupancy and Utilisation? How to Calculate Occupancy in the Contact Centre Top Tips to Optimize Occupancy and Utilization Occupancy in Contact Centres: Definition, Impact and Management 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