4PS國際標準指標定義：員工占用率（即：工時利用率）:
根據4PS國際標準定義，該指標衡量聯絡中心座席人員繁忙程度的指標，4PS標準體系稱為員工占用率（ Agent Occupancy ）。
這一指標統計的是座席人員在登錄狀態下，用于與客戶交談和進行事后處理的時間的比率。
According to the definition of 4Ps international standard，This indicator refers to A measure of the busy seating capacity, which we call employee occupancy rate (agent occupancy). This indicator measures the percentage of time that a person uses to talk to a customer and process afterwards in the log-in state.
根據4PS國際標準定義一般是指某段統計時間內，聯絡中心座席員處理多通電話或其他業務處理的總時長與實際登錄系統時長的比率。對于沒有座席操作系統的來說，占用率統計就比較困難，但是也可以通過對通話時長、持線等待時長、后處理時長、等待來話時長和業務處理時長來進行粗略統計
Generally, it refers to the ratio of the total processing time of multiple telephone calls or other business processing to the actual login system in a certain period of statistical time.
For those without a seat operating system, occupancy statistics can be difficult, but rough statistics can also be made by comparing the call time, the line holding waiting time, the post processing time, the waiting time for incoming calls, and the service processing time
計算公式：
呼叫中心員工占用率計算公式
或
呼叫中心員工占用率計算公式2
注意事項：
--總系統登錄時長是指員工從簽入提醒至簽出系統之間的累計時長，統計時段內多次簽入簽出則時間累加計算。
The total system logon time is the cumulative time between the employee's check-in reminder and the check-out system, and the accumulated time is calculated when the employee checks in and out several times in the statistical period.
--一般常提及的工時利用率,在線利用率.人員利用率（區別與員工利用率）,工效,這幾個詞基本上都是同一個意思
Commonly referred to as man-hour utilization, online utilization. Personnel utilization ratio (difference from employee utilization ratio), ergonomics, these words are basically the same meaning
影響因素:
--根據4PS國際標準定義，占用率不僅是衡量聯絡中心座席員工作負荷率的重要指標，也是客戶聯絡中心成本控制的重要指標。如果占有率過低，說明員工在空閑狀態的時間過長，座席數量相對于話務量來說配置過多。占有率過高會導致員工過于勞累而不能保證接通率。
Occupancy rate is not only an important index to measure the workload rate, but also an important index to control the cost of customer contact center. If the occupancy rate is too low, the staff in the idle state too long, the number of seats relative to the volume of traffic to allocate too much. Excessive occupancy can cause employees to be overworked and unable to ensure a turn-through rate.
--當占用率過低時，聯絡中心管理者應分析原因，若是人為因素，即座席惡意將電話置忙或是做過多與工作無關事務時，應該加強座席培訓和監管。若不是人為因素，管理者需及時減少座席資源，以使座席工作飽和。若占有率過高，管理者就需考慮增加座席數量了
When the occupancy rate is too low, the manager should analyze the reason, if the human factor, that is, if the seat maliciously put the phone busy or do too much non-work affairs, should strengthen the seat training and supervision. If it is not human factors, managers need to reduce seat resources in time to make seat work saturated. If the share is too high, managers need to consider increasing the number of seats.。
--隨著話務量上升，提高聯絡中心座席人員工作效率的方法，及規模效益就開始發揮作用。也就是說，座席人員利用率會不斷的攀高。
As traffic increases, methods of improving the efficiency of call center staff and economies of scale begin to play a role. That is to say, seat personnel utilization ratio will keep climbing.
--來話量（或業務規模）會起到關鍵作用。因為即使你期望座席占用率達到 85 ％，并不意味著你能達到，這跟你的業務規?；騺碓捔坑兄苯雨P系。
Incoming volume (or business size) will play a key role. Because even if you expect a seating occupancy rate of 85, it doesn't mean you can. It's directly related to the size or volume of your business.
--對于一個小型呼叫中心（業務量?。﹣碚f，他們會期望服務水平達到 80/20 ，并安排足夠座席人員，但你不妨測算一下他們的座席人員利用率，如能達到 70 ％－ 80 ％就算不錯了。
For a small call center (small business), they expect the service level to reach 80/20 and arrange enough seats, but you can measure the utilization of their seats, if it can reach 70% - 80%, even if it's good.
--相反，對于一個大型呼叫中心（業務量大）來說，他們能夠在實現 80/20 服務水平的情況下，座席占用率甚至達到 95 ％。
On the contrary, for a large call center, they can use up to 95 percent of seats at 80 / 20 service levels.
--改善服務（服務水平）和改善占用率通常成反比關系。排班已較好的情況下，提高服務水平，意味著增加人員，使更多的人員來處理和完成同量的工作。
Improving service (service level) and improving occupancy rate are usually inversely proportional. Scheduling has improved service levels under better circumstances, which means increasing staff and enabling more people to handle and complete the same amount of work.
統計頻率：
按日或按周或按月。By day or by week or month;
參考標準:
4PS結合全球多數聯絡中心運行，其基準≥71%，高效≥76-91% Benchmark ≥ 71, efficiency ≥ 76-91%
指標應用:
某CSR某日總在線時長為8小時，具體構成為：100個呼入電話，平均處理時長180秒， 10封語音留言，每個語音留言的處理時長為270秒，當日小休總時長2400秒，午餐時長1800秒，則：
該CSR當日員工占用率=（100*180+10*270）/（8*3600）*100%=71.85%；
