What does the occupancy metric in support delivery represent?

The occupancy metric in support delivery specifically measures the percentage of time that analysts are actively available to handle support requests compared to the total time they are scheduled to work. This metric is crucial for understanding how effectively the support staff is utilized during their work hours. A higher occupancy rate suggests that analysts are spending more of their available time engaging with customers or working on support tickets, which can lead to improved response times and customer satisfaction.

It reflects the balance between time spent in active support roles and any downtime analysts may encounter, allowing organizations to evaluate staffing needs and overall efficiency in delivering support services. By monitoring occupancy, management can optimize team performance and ensure resources are effectively allocated to meet customer demands.