Reporting
Occupancy Rate
The percentage of an agent's logged-in time spent on productive activity (talk, after-call work, waiting for next call).
What it means in practice
Occupancy = (productive time) / (logged-in time). Healthy outbound occupancy lands 75–85%, higher burns agents out, lower wastes payroll. Distinct from utilization (which includes pause time) and adherence (which measures schedule compliance).
In VICIPanel
VICIPanel computes occupancy live for every agent and every supervisor rollup. Alerts fire when a team's occupancy drops below your floor or above your ceiling.
See VICIdial the way it should look
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