Occupancy in Assembled

What is occupancy?

Configuring occupancy in Assembled

Examples

Visualization

What is occupancy?

Occupancy is a core metric in workforce management that reflects how busy agents are during their workday. It helps teams understand the balance between time spent handling work and time spent waiting for new tasks. It's also a way for schedulers to measure efficiency of their scheduling.

In Assembled, Occupancy is calculated using the formula:

• Occupied Time: The time agents spend working on tasks or interactions.
• Available Time: The time agents are ready to work but not yet assigned any tasks.

Configuring Occupancy in Assembled

Assembled integrates with various contact platforms to track agent states. These states indicate what an agent is currently doing. On the Agent states page, users have the flexibility to configure how agent states from the contact platform map to:

• Occupied time
• Available time
• Neither (non-productive time)

This customization is crucial, as different platforms may define agent states in different ways. By mapping these states in Assembled, you can tailor occupancy calculations to suit your workforce's specific workflows.

Based on the event mappings, users can also see which channels occupied states will be attributed to. Note that channel attributions are not inherent to a particular agent state (e.g., "On call" does not necessarily attribute to the Phone channel); rather, they're based on the event mappings, and the channels associated with those events, (e.g., "On call" state mapped to the "Phone time" event, which is mapped to the Phone channel. Note that if there are no active mappings, it will be counted towards all channels.

Examples

For some contact platforms, the mappings to occupied states are relatively straightforward, and Assembled will configure the formula by default (though it's still editable by users). For example, Zendesk Talk, most users will decide to map On call towards occupied time for Phone, and Online, Transfers only, and Wrap up to available time.

In other cases, contact platforms offer users the ability to create custom statuses, such as in Service Cloud, Kustomer, Five9, etc. In these instances, Assembled won't pre-populate a definition, and it will be fully up to the user to configure the occupancy formula. 

Visualization

On the Agent activity timeline in the Agent scorecard, users can visualize an agent's occupancy, based on the states and mappings in Assembled. This can help diagnose periods of higher / lower occupancy, rather than solely relying on an average percentage for a day.