function calculateOccupancy() {
// 1. Get Input Values
var talkTime = parseFloat(document.getElementById('talkTime').value);
var acwTime = parseFloat(document.getElementById('acwTime').value);
var loggedInTime = parseFloat(document.getElementById('loggedInTime').value);
// 2. Validation
if (isNaN(talkTime) || isNaN(acwTime) || isNaN(loggedInTime)) {
alert("Please enter valid numbers for all fields.");
return;
}
if (loggedInTime loggedInTime) {
alert("Note: Work time (Talk + ACW) exceeds Logged-in time. Please check your data inputs.");
}
var occupancyRate = (totalWorkTime / loggedInTime) * 100;
// 4. Update UI
var resultBox = document.getElementById('resultBox');
var occupancyResult = document.getElementById('occupancyResult');
var statusIndicator = document.getElementById('statusIndicator');
var analysisText = document.getElementById('analysisText');
resultBox.style.display = "block";
occupancyResult.innerHTML = occupancyRate.toFixed(2) + "%";
// 5. Status Interpretation
statusIndicator.className = "cc-status-indicator"; // Reset classes
if (occupancyRate > 85) {
statusIndicator.classList.add("status-high");
statusIndicator.innerHTML = "High Risk (Burnout)";
analysisText.innerHTML = "An occupancy rate above 85% leaves little breathing room for agents. While efficient, sustaining this level often leads to increased agent attrition and lower CSAT scores due to fatigue.";
} else if (occupancyRate >= 75 && occupancyRate <= 85) {
statusIndicator.classList.add("status-optimal");
statusIndicator.innerHTML = "Optimal Efficiency";
analysisText.innerHTML = "This is the industry 'sweet spot'. Agents are productive without being overworked, allowing enough idle time to recover between calls.";
} else {
statusIndicator.classList.add("status-low");
statusIndicator.innerHTML = "Low Efficiency";
analysisText.innerHTML = "A rate below 75% indicates overstaffing. Agents are spending a significant amount of time waiting for calls, which increases cost per contact.";
}
}
How to Calculate Occupancy Rate in a Call Center
Calculating occupancy rate is one of the most critical tasks for workforce management (WFM) in any contact center. It measures the percentage of time your agents are actively occupied with customer-handling activities versus the total time they are available (logged in).
Understanding this metric helps managers balance operational efficiency with agent well-being. A rate that is too low implies money is being wasted on idle agents. A rate that is too high signals agent burnout and potential service quality degradation.
The Occupancy Rate Formula
The standard formula for calculating agent occupancy is straightforward. It compares the time spent working to the time spent present.
Occupancy % = ( (Total Talk Time + Total ACW Time) / Total Logged-in Time ) × 100
Total Talk Time: The cumulative minutes agents spend speaking directly with customers.
Total ACW (After Call Work): The time spent wrapping up calls, entering notes, or updating CRM systems immediately after a call ends.
Total Logged-in Time: The total duration agents are signed into the system and ready to take calls (often referred to as Staffed Time).
Interpreting Your Results
Once you have used the calculator above, interpreting the percentage is key to making business decisions:
1. The Sweet Spot (75% – 85%)
Most industry standards suggest that an occupancy rate between 75% and 85% is ideal. At this level, agents are consistently busy but still have small pockets of downtime between calls (micro-breaks) to mentally reset. This balance maximizes ROI without sacrificing work quality.
2. The Burnout Zone (> 85%)
If your calculation shows a rate consistently above 85% or 90%, your agents are likely moving from one call to the next with zero pause. While this looks efficient on paper, it inevitably leads to:
Higher Agent Attrition (turnover).
Increased handling times (AHT) due to fatigue.
Lower Customer Satisfaction (CSAT) scores as agents rush calls.
3. Low Efficiency (< 70-75%)
Rates below 70% typically indicate overstaffing. While service levels (Speed of Answer) might be excellent, the cost per contact is higher than necessary because you are paying for significant idle time.
Occupancy vs. Utilization
It is common to confuse Occupancy with Utilization, but they are different:
Occupancy measures time handling calls vs. time available to handle calls (Waiting). It excludes breaks, training, or meetings.
Utilization measures time handling calls vs. total paid time. It includes breaks, training, and meetings.
Use the calculator above specifically to determine how busy your agents are during their "ready" state.