Occupancy and utilisation calculator
Occupancy, utilisation, and the idle hours between.
Occupancy is the share of logged-in time spent on contacts. Utilisation is the share of paid time spent logged in. Sustained high occupancy is the clearest leading indicator of burnout in a contact centre.
All free toolsYour numbers
The formula
How this is calculated.
- 1Occupancy = (contacts × AHT) ÷ (agents × logged-in time)
- 2Utilisation = logged-in time ÷ paid time
Before you trust it
What this model assumes.
- Occupancy above roughly the mid-80s cannot be held for long without attrition following. The right ceiling is yours to set, which is why this tool does not assert one.
This runs entirely in your browser — nothing you type is sent to us. It is arithmetic on your own figures, not a benchmark or a recommendation.
In the platform
Where WFMPro does this for you.
These tools answer one question at a time, from numbers you type in. WFMPro runs the same maths continuously against your live data.
Run this on your own data with us.
A working session on your forecasts, schedules and shrinkage — and where WFMPro would take it from there.