Occupancy
Percentage of an agent's logged-in time spent on calls or wrap-up (i.e. not idle).
Occupancy = (talk + wrap) / logged-in time. The percentage of an agent's shift spent productively.
Industry rule: 70-85% is healthy; over 90% leads to burnout; under 60% means under-utilized.
How to push occupancy up
- Increase predictive dial level (carefully — drop rate counter-pressure)
- Reduce wrap-up time (auto-wrap-up timer)
- Hire more agents for less-loaded shifts (paradoxically — distributes load)
How to push it down
- Lower dial level
- Add wrap-up time (improves data quality)
- Add training tasks during slow periods
VICIdial reports
Daily Stats → Agent Time Detail. Tracks logged-in vs paused vs talking.