The best way to explain the calculation:
One hundred percent (100%) occupancy rate means that everyone is either working directly with customers or else completing the transaction during the time they are supposed to be helping customers (there is no waiting for the next customer). Fifty percent (50%) occupancy means that one half of their time is spent waiting for a customer to help.

First Definition:
The first way Response Design has seen companies define the calculation is to have in the numerator: talk time (which includes hold time if the ACD records hold time in talk time) and after call work time (finishing up the call). The denominator should be: talk time + after call work time + available time. (Times 100)

Second Definition:
The second way Response Design has seen companies define the calculation is to have in the numerator talk time and after call work time (as above) but in the denominator have sign on time (including idle time, talk time, after call work time and available time). Times 100. Obviously, this would cause the % to fall dramatically due to the addition of idle time in the denominator. Since many companies do not use idle time consistently or since many have their agents sign off the phone system for projects, you don't always see this calculation for occupancy.

Service level, the size of the call center and occupancy are all linked. Smaller centers have a difficult time achieving a high service level and occupancy. When service level goes up, occupancy goes down and vice versa. It is a constant juggling act. Beyond an 88% occupancy call centers begin to feel like a "sweatshop" and agents begin to take more "mini-breaks" (going out of adherence) causing the service level to degrade even faster. It is a real rollercoaster.

According to Response Design's metric database, LeapFrog!^®, the percentage of companies reporting their occupancy per the first definition:

Percent Occupancy	Percent of Companies Reporting
90-100%	13.28%
80-89%	35.16%
70-79%	25.78%
60-69%	14.06%
50-59%	7.81%
<50%	3.91%