Occupancy measures how busy agents are while they are available to take calls.
Occupancy = (talk time + wrap-up time) ÷ (talk time + wrap-up time + ready time) × 100
Paused time (breaks, training, meetings) is left out. That is what separates occupancy from utilization, which divides handling time by total logged-in time.
Occupancy depends on call volume and staffing. In inbound teams, very high occupancy means callers wait longer and agents have no breathing room between calls; very low occupancy means more agents than the volume needs. Many inbound centers aim for roughly 75 to 85%. Outbound teams using a predictive dialer usually run higher, because the dialer delivers the next call as soon as an agent is ready.
OVOKY agent reports show occupancy per agent, and live supervision shows what each agent is doing in real time.