The share of time agents logged in to the queue spend handling contacts, against waiting for the next one.
Also called: agent occupancy, utilization.
Why it matters
High occupancy means little recovery time between contacts. Run too high for long, it wears agents out; too low, and paid time sits idle.
How it is calculated
- Occupancy
Workload ÷ agents on queueAt or above 100% the queue grows without limit; the tool says so instead of printing an occupancy above 100%.As published in the Occupancy Risk Simulator method, version 1.1.
Before you compare
- Occupancy and utilization are sometimes used for the same thing and sometimes not: utilization may count all paid time, including time off the queue.
- It is an outcome of staffing and demand. Targeting it directly can mean cutting agents until service suffers.
- Small teams run lower occupancy at the same service level than large ones.
Published figures
What publishers report for this measure. Each counts something slightly different, so read the definition before you compare; nothing here is averaged across publishers.
OccupancyPractice range
Targets from practice; no publisher here surveys what centers achieve. Each publisher's range is shown as it states it.
- 85% to 90%Ideal rate, practitioner roundupSome suggest 80% to 90%; centers under 100 agents 70% to 75%. The page adds there is no definitive answer.Call Centre Helper, updated 22 Jul 2026. What Is the Right Figure for Contact Centre Occupancy?
- 75% to 85%Industry standardSQM Group, 19 Jan 2023. What Are the Industry Standards for the Top Call Center KPIs?
- 80% to 90%Recommended target, from a workforce software vendorIntradiem, 16 Mar 2022. Call Center Occupancy: What It Is and Why It's So Crucial for Success.