Run Agent Occupancy and Idle Time Review — Free

Inspection Details

Review date and time period recorded

Record the date/time of the review and the interval window covered by the inspection.

Note (optional)

Team, queue, or site identified

Identify the team, queue, site, or operational group being reviewed.

Source report or dashboard referenced

Document the workforce management report, BI dashboard, or system source used for the review.

Reviewer name and role documented

Capture the inspector's name and role for audit traceability.

Review scope matches the intended interval set critical (required)

Confirm the inspection covers the correct intervals, date range, and operational scope.

Yes No N/A

Occupancy and Idle Time Metrics

Interval occupancy rate is within the 80% to 85% target band

Enter the measured occupancy rate for the interval being reviewed.

Interval idle time percentage is within acceptable limits

Enter the idle time percentage for the interval being reviewed.

Occupancy variance from target band documented

Record the variance from the 80% to 85% target band, if applicable.

Note (optional)

Intervals below 80% occupancy identified

Confirm whether any intervals fell below the lower target threshold.

Yes No N/A

Intervals above 85% occupancy identified

Confirm whether any intervals exceeded the upper target threshold.

Yes No N/A

Workload Balance and Staffing Conditions

Overwork indicators observed during high-occupancy intervals

Select any observed indicators such as queue growth, missed breaks, extended after-call work, or sustained high handle pressure.

Yes No N/A

Excess idle time indicators observed during low-occupancy intervals

Select any observed indicators such as prolonged idle states, underutilized staffing, or repeated schedule gaps.

Yes No N/A

Adherence or schedule compliance affected occupancy results

Confirm whether late logins, early logouts, aux-code misuse, or schedule non-adherence distorted the occupancy calculation.

Yes No N/A

Staffing level aligned with forecasted demand

Confirm whether staffing levels were aligned to forecasted contact or workload demand for the reviewed intervals.

Yes No N/A

Breaks, meetings, and training were planned to minimize occupancy distortion

Confirm whether non-productive time was scheduled to avoid unnecessary spikes in occupancy or idle time.

Yes No N/A

Exceptions, Root Cause, and Corrective Action

Primary cause of occupancy exception identified

Select the most likely root cause when intervals fall outside the target band.

Note (optional)

Corrective action documented for out-of-band intervals

Document the action plan for intervals below 80% or above 85%, such as reforecasting, schedule changes, coaching, or staffing adjustments.

Escalation required to workforce management or leadership critical (required)

Confirm whether the exception requires escalation due to sustained overwork, repeated idle time, or material service risk.

Yes No N/A

Follow-up owner assigned

Identify the person or team responsible for follow-up actions.

Follow-up due date assigned

Record the due date and time for corrective action review.

Note (optional)

Review Summary and Sign-Off

Overall review outcome

Select the final outcome of the inspection.

Note (optional)

Summary of key occupancy and idle time findings

Summarize the main findings, including intervals outside the target band and notable trends.

Inspector signature critical (required)

Inspector sign-off confirming the review is complete and accurate.

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Run: Agent Occupancy and Idle Time Review

Inspection Details

Occupancy and Idle Time Metrics

Workload Balance and Staffing Conditions

Exceptions, Root Cause, and Corrective Action

Review Summary and Sign-Off

Get your results