How to read the VERM Agent Occupancy report

The VERM Agent Occupancy report tells you how active your agents were during the login sessions covered by your report parameters. Occupancy here means one thing: of the time an agent was actually available to take calls, how much of it did they spend on calls? It is the single best read on whether your floor is busy or idle.

What the report totals

For the period and agents you select, the report shows totals both overall and per individual agent:

• Total time logged in (session time).
• Total time spent in pause, split into billable and non-billable.
• Total time spent in call.
• The calculated occupancy percentage.

How occupancy is calculated

The occupancy percentage is total talk time divided by total session time minus total pause time. In plain words: of the time an agent was logged in and not paused, what share was spent on calls? Subtracting pause time first is what makes this a true measure of busy-ness rather than raw Talk time. The general idea of Occupancy as a KPI is exactly this ratio. A figure near a hundred percent means agents were on calls almost the entire time they were available, which usually points at understaffing; a low figure means people were logged in and ready but the dialer was not feeding them work fast enough.

Because the report totals talk, session, and pause time both overall and per agent, you can read occupancy at two levels at once: the floor as a whole, then each individual against it. An agent well below the group average is either getting fewer calls routed to them or pausing more than their peers — and the billable and non-billable pause columns sitting right there tell you which kind of time it was.

Billable status matters because it controls how pause time is treated. Whether time is billable comes from the billable setting on pause codes under each campaign. One quirk to remember: system statuses like BLANK, LOGIN, and LAGGED are counted as billable in this report, while a null pause code is not billable here — even though a null code is counted as billable in most other VERM reports.

That billable rule is also why occupancy here is not the same as a simple talk-versus-login ratio. By pulling pause time out of the denominator, the report rewards agents who stay genuinely available and does not punish them for breaks they were told to take. Use it to judge whether your pacing is feeding the floor enough work, then turn to the per-agent rows to see who is sitting idle while everyone else is busy.

The occupancy formula

flowchart TD
  A[Total session time] --> B[Subtract total pause time]
  B --> C[Available time]
  D[Total talk time] --> E[Divide by available time]
  C --> E
  E --> F[Occupancy percentage]
  G[Pause code billable setting] --> H[Split billable and non-billable pause]
  H --> B

For how occupancy fits with the other agent measures, see the reports overview, and when you want a campaign-level companion to this agent view, read the All Campaigns Summary report. A high occupancy with low Agent performance elsewhere usually points at lead quality, not effort.

VICIfast ships VICIdial with VERM ready to run, so the Occupancy report works from the first shift. See /pricing for a managed dialer on a branded subdomain in under 40 seconds.