Most of the experts confuse occupancy and utilisation. Most use that interchangeably. The right response is as below
Occupancy is the productive time a CSR is occupied over phone or is occupied in processing transactions.
Occupancy = (Total Productive time)/(Total Productive Time + Total Available Time) where Available time is the time spent on awaiting calls or transactions.
Utilization is the percentage of time a CSR is engaged in any productive or any other valuable activity such a training, briefing, coaching etc.
Utilization = (Total Productive Time + Total Available Time + Time spent on other valuable activities)/(Billed Hours).