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12th April 2022
Hi guys, I was wondering, How do you calculate the occupancy for a chat project?
Question asked by David Rodriguez
Occupancy is defined as the total amount of work carried out divided by the time available.
If the agent is doing more than one web chat at the same time the occupancy could come out as more than 100%.
With thanks to Jonty
how can we calculate actual occupancy of agent while handling more than 2 chats at same time.. kindly provide resolution
With thanks to manpreet
The formula for occupancy is the same as for voice. The only difference is that you can have an occupancy of more than 100%.
The article How to Calculate Occupancy outlines the calculation for this.
With thanks to Jonty
Occupancy is occupancy regardless of how many chats they handle at once. You can add a concurrency measure ( ave # of concurrent chats) and factor it into your occupancy measure.
With thanks to Lyndon
Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.
He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.
He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
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