Occupancy Variance Analysis
Decompose the gap between planned and actual occupancy into volume, AHT, staffing, and shrinkage variance. Pinpoint which factor drove the deviation so improvement efforts target the right lever.
About this calculator
Decompose the gap between planned and actual occupancy into volume, AHT, staffing, and shrinkage variance. Pinpoint which factor drove the deviation so improvement efforts target the right lever.
Methodology
Occupancy Variance Analysis isolates why agent utilization deviated from plan by decomposing the gap into volume-driven, AHT-driven, and staffing-driven components.
Occupancy = Workload / (Agents × Available_Time). When occupancy is higher than planned, it could mean more volume, longer calls, or fewer agents than scheduled. This tool separates the three effects.
How to use: Input planned and actual values for volume, AHT, and staffed agents. The tool computes planned occupancy, actual occupancy, and decomposes the delta into three buckets with a waterfall chart.
When to apply: When occupancy runs hot (above 88%) and you need to diagnose why before it causes attrition. Or when occupancy is low and you need to justify reductions to finance. Also valuable for calibrating shrinkage assumptions — if scheduled agents are consistently lower than plan, your shrinkage model needs updating.
Discussion
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