To calculate call center occupancy, add the talk time, hold time and wrap time together. Divide that total by the sum of the talk time, hold time, wrap time and available time. This will provide the occupancy, or the amount of time the operator was occupied with a customer.
Call center occupancy is the amount of time operators are busy working with customers or documenting the call. It is the amount of time they are not available to take another call. Occupancy is important for calculating productivity and achieving service goals. The higher the occupancy, the more an employee will achieve.