Plans and permissions:
- Set which states count toward occupancy: Admin role
- View occupancy on anyone’s scorecard: Admin, Manager, or Team Lead role, or a custom role with Agent scorecard set to View all scorecards
- To set which states count toward occupancy, a custom role needs the Admin base role.
Use occupancy to see how busy team members are while they’re working or ready to work: how much of that time goes to handling work, and how much to waiting for the next task. It helps you judge whether your schedules match demand, since very high occupancy can mean your team is stretched and low occupancy can mean you have more people than you need.
To set which agent states count toward occupancy, go to Configure > Agent states.
How occupancy is calculated
Occupancy = occupied time ÷ (occupied time + available time).
- Occupied time is time team members spend working on tasks or interactions.
- Available time is time people are ready to work but don’t have a task.
- Time in states that count toward neither, such as breaks or offline time, isn’t included.
For example: a team member spends 8 hours working or ready to work: 6 of them on calls or in wrap-up, and 2 waiting for the next call. Occupancy is 6 ÷ (6 + 2) = 75%.
Occupancy counts only the states attributed to the channel you’re looking at. Occupancy (all channels) counts all of them. See Productivity and utilization metrics.
Occupancy doesn’t measure whether team members followed their schedule (that’s adherence), or whether scheduled time was productive (that’s utilization).
Occupancy targets
Assembled doesn’t set occupancy targets. As a general guide:
- Many contact centers aim for roughly 70–85% occupancy on real-time channels, such as phone and chat.
- Occupancy above about 85% for long periods can be a sign of burnout risk.
- Occupancy below about 70% can mean you have more people than the volume needs.
How agent states count toward occupancy
Your contact platforms report agent states, which show what each team member is doing. Platforms define states differently, so you choose how each one counts. On the Mappings tab of Configure > Agent states, each state has two settings:
- Counted towards occupied time
- Counted towards available time
A state with neither counts toward neither, like non-productive time.
The channel that occupied time counts toward comes from your event mappings, not from the state itself. For example, an “On call” state counts toward the Phone channel only if it’s mapped to an event, such as “Phone time”, that’s mapped to the Phone channel. A state with no active event mappings counts toward all channels.
For how to set up mappings, see Agent state mappings.
Default mappings
For some contact platforms, the mapping is straightforward, so Assembled may have set it up for you. Check the Mappings tab, and change it if you need to. For example, for Zendesk Talk, On call and Wrap up count toward occupied time for Phone, and Online counts toward available time.
Platforms that let you create custom statuses, such as Salesforce Service Cloud, Kustomer, and Five9, don’t get default mappings. For these, you choose how every state counts. For example, Five9 teams often count On call, After-call work, On hold, and On park toward occupied time, and Ready toward available time. For Kustomer, Twilio, UJET, and Talkdesk, it depends on the states your team uses.
See occupancy over a day
On a team member’s scorecard, the Activity timeline has an Occupancy row that shows when they were occupied or available, based on their states and your mappings. Use it to find the periods of higher or lower occupancy behind a daily percentage.