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Agent occupancy

This is the percentage of time agents are actively engaged in customer interactions in relation to their available or idle time. As a statistic, it’s used to calculate call center productivity. Agent occupancy considers only live logged-in time, while agent utilization considers total time at work — including logged-out time such as training.

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Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

Agent occupancy

Related capabilities

Workforce forecasting and scheduling

Workforce engagement management

Quality assurance and monitoring

Analytics and reporting