WebWhen measuring occupancy based on Capacity, this involves counting the actual number of people present. Occupancy E.g. Contact centers will typically track both metrics carefully to prevent agent burnout and improve operations. Did you find the article interesting and would like to share it with your colleagues? if you are aiming for 83% occupancy, you should inflate your staffing requirement by 1/(0.83)-1 = 20%. Occupancy and Utilization When they use these methods alongside real-time and historical presence data, theyll be able to then build an accurate and complete picture of office use. What Is Occupancy And Utilization Copyright 2023 BOOQED. Call Center Forecasting Methods Part 1: How to Forecast Workload, Occupancy in Contact Centers: Definition, Impact, & Management, How to Apply Erlang C in Call Center Planningwith Excel, How to Include Call Center Shrinkage in Your Planning Process, e-learning courses for every contact center role. Nothing stands still or operates in isolationso your data collection cant stand still or sit in siloes either. This metric provides insights into how spaces are used throughout the day or week and identifies peak and off-peak periods. Let's put it this way - if you have a difficult time finding out how much of your office space is being used, and for what purpose, then you can't figure out if the amount of space you currently have is enough for now, or for your future needs. Occupancy MichaelJBerlin - Adobe Stock - 61894234. By tracking energy consumption in relation to the occupied square footage, organizations can identify spaces that consume excessive energy or areas that are underutilized and can be consolidated to reduce energy waste. It is calculated by dividing the actual occupied area by the total available area and multiplying the result by 100. Space occupancy measures the number of people physically present in a space, taking into account factors such as seating capacity, foot traffic and utilization patterns. It aims to enhance the effective use of space by streamlining layouts, improving workflows and reducing wastage. The company is able to save money on real estate they dont need anymore, and the employee is able to get some flexibility, without sacrificing collaboration in the workplace, culture, or employee experience., Get a personalized demo and create a Shrinkage is the percentage of paid time that employees are not available to handle contacts. But as Neil Ushers article this week has highlighted, the office occupancy rates in London are currently at 27%. Data-driven decision-making must underpin thisit can inform cleaning schedules, catering, and provide resources to inform the design of spaces. What is Difference between agents Occupancy and Utilization and what is formula for both. WebHenriette Potgieter, a call centre best practice management consultant at QBIC Solutions, tells us: Occupancy differs from utilisation in that occupancy considers only live logged-in time, but utilisation considers total time at work (including logged-out time such as training). How can a facilities manager use them effectively? Presence-based sensors on the other hand, such as for desks, allow you to find out if certain desks are occupied. It includes the following: Time spent talking on the phone with customers/clients Time spent on hold Occupancy In an office, a particular meeting room was occupied for 6 hours out of the 9 hours of a workday, so space occupancy would be 66.67%. Now, we will explore the methods and tools used to track space utilization & occupancy and discuss the benefits. Occupancy and Utilization There might be a time in the day that almost everyone tries to get a phone booth and fails to do so, so that may give you some food for thought. Utilization data can be expressed in macro or micro terms, including the following common terms and definitions: One fact that we find mysterious about Occupancy Rate is that its often incorrectly referred to as Utilization Rate. This is a form of Headcount, and is also often called a Census. Amsterdam, NL. How are they actually behaving and using these spaces? Methods to track and measure space utilization and occupancy: popular and reliable method to monitor space occupancy is using occupancy sensors. This is some text inside of a div block. Motion sensors, such as those that operate together with lighting, can also give you time stamps on when a space is used.. Text is available under the Creative Commons Attribution/Share-Alike License; additional terms may apply.See Wiktionary Terms of Use for details. provides a basic understanding of space utilization and helps identify underutilized or overcrowded areas. Originally published on Aug 17, 2022, updated on Jan 11, 2023. This metric helps organizations identify opportunities for energy efficiency improvements while also optimizing space usage. By analyzing camera footage, organizations can determine the number of people present in different sections or identify busy periods. From the first day of searching for a suitable space for your business, occupancy is always important. Lets examine them one by one.
And while people may use these terms interchangeably, they are definitely not the same thing. This metric helps organizations identify whether they have an appropriate number of workstations and whether they are effectively utilized. This is usually broken down into floor level data. Space utilization vs. occupancy Surveys can collect data on how employees or visitors use different areas, while check-ins can track the frequency and duration of their presence. Were transforming the experience of work with industry leading partners who share our vision. Karina Wright May 10th, 2023 Occupancy vs utilization: both essential metrics for space planning, especially in a hybrid office. Our language is often centered around placewhere people are working. You also have the option to opt-out of these cookies. Occupancy and utilization go hand-in-hand. Understanding the data within our spaces is crucial. Office Occupancy vs. Office Space Utilization, HubStar Awarded New Patent for Innovative Hybrid Working Platform, 5 Steps to Strategic Campus Space Planning, the available number ofworkspaces(capacity) and, the total time it was available usually over the analysis time frame selected. Ultimately, the goal is to ensure that any time in the office is productive time well spent. (Plus Tips) Indeed Editorial Team Updated June 24, 2022 Utilization and efficiency are two performance indicators that manufacturing companies use to make plans and determine success. Of course, there are many ways to define the two metrics. In an office, this usually refers to the number of people occupying existing seats. To start measuring space utilization, you want to measure your total space capacity first. A space management platform simplifies all of the above processes by integrating with your data collecting systems. Meanwhile, utilization focuses on the ratio of their overall productivity to their capacity. Occupancy, utilization, productivity: whats the difference? TheOccupancyof a neighborhood reflects the situation in at a given moment in time. Commonly used space utilization metrics: Space Utilization Rate: If there are 34 employees in an office space that supports 50, the space utilization rate is 68%. Occupancy is certainly a more day-to-day application of space management for many businesses, if not always by choice. In a nutshell, call center occupancy relates to the time that the agent is actually logged in. Analyzing utilization patterns involves examining occupancy data over different time frames, such as daily, weekly or monthly patterns. This is also referred to as productive time. The average occupancy metric provides insights into the typical number of occupants in a space over a defined period, such as a day, week or month. How much space does our organisation need? The occupancy rate is a fundamental metric that measures the percentage of available space being used at a given time. Difference Between Occupancy and Utilization Occupancy It needs to help manage and forecast how space is being used. Occupancy Rate is the percentage of time agents spend handling customer inquiries versus time spent waiting for calls, sometimes called idle time. What Is Occupancy And Utilization Occupancy and utilization are two that are often used synonymously, but its crucial for us to understand the differences between these two concepts. Which, we agree, makes sense. Utilization data can be expressed in macro or micro terms, including the following common terms and definitions: Due to both the demands of the hybrid workplace and the rising costs of real estate, companies are placing more focus on space utilization than in the past. The two go hand-in-hand - occupancy tells you how many people are in a facility, utilization tells you how those people are interacting within that environment. Is this Focus Room occupied right now? Space utilization provides the other piece of the puzzle - it compares the static measurement of the size of your space, with how and when they're used. WebOccupancy and Utilization: Why Are They Important For a Facilities Manager? The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network. In a call centre context, occupancy rate is a workforce management metric (WFM) that refers to how much of total shift time that agents spend on calls and call-related activities. It assesses the ratio of occupied storage space to the total available storage capacity. Utilization WebOne major difference between occupancy and utilization in call centers is that occupancy only considers the time agents are active on the floor, while utilization includes total work time. This approach helps in minimizing wasted resources and avoiding unnecessary expansion or construction costs. One fact that we find mysterious about Occupancy Rate is that its often incorrectly referred to as Utilization Rate. They may realize that some meeting rooms could be repurposed for desk space. Utilization rates will let you take those ABCs and use them to actually write the story of your workplace. With their average and peak utilization data in hand, FMs and space planners can start to determine when, where, and then why any utilization spikes are happening. If we look at these within the realm of how organizations capture occupancy and installation, we can see how these factors will influence the data were trying to gather. Once they determine which Key Performance Indicators (KPIs) are most relevant to their goals, they can start measuring and eventually improving them. And its vital to take them into account properly within the workforce management process. Utilization focuses on total login time and total paid time. The effectiveness of your office space boils down to 2 crucial elements -occupancy and utilization. From there, decision makers will need to understand that theres no one-size-fits-all approach to the office that will work for every company. Products For Business QUBIC HARDWARE + SOFTWARE But with budgets tightening across the board, and real estate leases quickly coming due, many companies are now looking for options that are less expensive and/or quicker to implement. It shows the ratio of agents productivity to their capacity. Enter two words to compare and contrast their definitions, origins, and synonyms to better understand how those words are related. So the only reliable way to overcome these issues is to layer data sets together. WebUtilization is the top occupancy metric tracked by clients74% use it to inform scenario development or plan solutions. Measuring occupancy vs utilization has always been one of the main responsibilities of facilities managers and space planners. Often, call center leaders use utilization and occupancy interchangeably or focus on one over the other. Space utilization and occupancy tracking have become vital aspects of effective space management. We highly suggest not conducting this initiative by just doing visual observations sporadically and logging data manually - you should work with your information technology team for the best results. And while people may use these terms interchangeably, they are definitely not the same thing. By monitoring room occupancy rates over time, organizations can identify patterns, peak periods and trends to make informed decisions regarding space utilization, such as adjusting working schedules or implementing shared spaces. Unveiling the Secrets of Space Utilization and Occupancy Tracking. Occupancy That includes 70 workstations or hot desks, 2 conference rooms, and 1 phone booth. Space utilization vs. occupancy What does that tell you? Choose the content that you want to receive. utilization From the first day of searching for a suitable space for your business, occupancy is always important. Longer answer Theyre going to start to build more robust presence data that will illustrate how, when, and where people are using the office. Join Andrew Millar & Sandra Panara for a webinar. One fact that we find mysterious about Occupancy Rate is that its often incorrectly referred to as Utilization Rate. Space Utilization and Space Occupancy: Key Differences. It shows the ratio of agents productivity to their capacity. To understand, we must start by collating data. We have to first understand why people work, how they work, and when. Our mission is to turn data into valuable outcomes. In other words, planning and optimizing the office isnt an either/or, occupancy vs utilization scenario. Skip to content Download our Report: Navigating the World of Hybrid Work: A Benchmark Study in Global Workspace Usage. However, it is slightly more complicated than that, and can be broken down into many other metrics! (Talk+Hold+Wrap+Customer-related activities+Available Time), divided by (Paid Hours on-site / Total Shift Time). There are numerous software solutions and applications available that offer comprehensive space utilization and occupancy tracking. These sensors can detect movement, heat or infrared signals and provide real-time data on how many people are present in a given area. Utilization vs. Efficiency: Whats the DifferenceUtilization
Occupancy represents the people within a workplace; utilization represents their interaction with those surroundings. The efficient utilization of space has become an increasingly critical concern in a variety of domains, such as urban planning, architecture, workplace design and facility management. The last few years have highlighted not only how the world moves on quickly, but also how it never stands still. They can be helpful in comparing production levels to manufacturing capacities. At Relogix, we offer flexible plans to fit your needs. Learn more here! To put this utilization data to good use, one of the first goals should be to flatten the gap between peak and average workday utilization. They can do this by combining multiple types of workplace metrics to create actionable presence-based utilization data. These sensors can detect movement, heat or infrared signals and provide real-time data on how many people are present in a given area. This means that at any given time during the day, the occupancy of a space may be different. It measures the utilization rate of desks or workstations compared to the total number of desks available. In this article, we will delve into the distinction between space utilization and space occupancy, two fundamental concepts in the field of spatial analysis. Sydney, AU Skynapse Business Technology Pte Ltd Copyright 2023. Contact Centre Reports, Surveys and White Papers, How to Calculate Contact Centre Shrinkage, An Introduction to Contact Centre Analytics. While occupancy is typically thought of as the measure of occupants at a given time, it may also be used to describe how many workspaces are occupied. Together, it paints a clear picture of a workplace in motion. While occupancy is typically thought of as the measure of occupants at a given time, it may also be used to describe how many workspaces are occupied. Often it is displayed as a % rate, in relation to the capacity of the space. In this article, were focusing entirely on how FMs and their companies can use these metrics to improve both workplace and workforce management. Density is a metric that measures the number of occupants per unit area of space. WebMetrics Space utilization primarily employs quantitative metrics such as utilization rates, productivity ratios, or floor area ratios. The key challenge here is to determine whether you have a tailgating issue or not. WebOne major difference between occupancy and utilization in call centers is that occupancy only considers the time agents are active on the floor, while utilization includes total work time. However, they should define, measure, manage and report both metrics, as well as understand their differences. if you are aiming for 83% occupancy, you should inflate your staffing requirement by 1/(0.83)-1 = 20%. So, for the meeting room, space utilization is not good (only 25%) but space occupancy is okay (66.67%). Efficiency: Whats the Difference? These cookies will be stored in your browser only with your consent. For this reason, companies are beginning to use presence-based utilization from the following sources: They may also want to analyze this data alongside less precise methods. No one wants to work in a crowded office. Like office censuses (i.e. It shows the ratio of agents productivity to their capacity. 1976 Summer; 3 :32678. People tend to get nervous and think all sensors have camera and voice capturing technology. It helps identify trends and patterns in space utilization, enabling organizations to optimize space allocation and make informed decisions regarding workspace design, capacity planning and scheduling of events or meetings. So what will FMs and space planners get if they combine occupancy with utilization data? The Secret to Managing an Office Well Lets talk about two crucial workplace metrics office space occupancy and utilization. Good space utilization metrics allow decision makers to ask much more nuanced and useful questions about their spaces, such as: Occupancy measures how many people are in a space, while utilization measures how theyre interacting with that space. Should Customer Service Leaders Fear ChatGPT? And certainly IoT sensors remain the right choice for many companies. Occupancy is certainly a more day-to-day application of space management for many businesses, if not always by choice. On the other hand, in those 6 hours of it being occupied, the meeting room designed for 20 people was used by an average of 5 people.Utilization is deceptively similar to occupancy but has some subtle but important differences. Whether its a corporate office, a hospital or an educational institution, understanding how spaces are utilized and occupied can lead to enhanced efficiency, cost savings and an improved user experience. The difficulty comes when different sources that that label their data differently have to be combined. They can be helpful in comparing production levels to manufacturing capacities. First up, what does occupancy mean in a modern office? In a nutshell, call center occupancy relates to the time that the agent is actually logged in. Also known as signs of life, presence, or seat utilization, space utilization is the total amount of time a space is used out of the total amount of time it is available. Were outlining what workplace data matters most in a future of work that is often hybrid and undoubtedly more dynamic (and challenging) than ever. Lets start by demystifying what they mean and why theyre important for Facilities Managers. Occupancy and space utilization rates are some of the most important tools in the space planning tool kit. The Facilities/CRE/Workplace sector has a language problem. WebHospital utilization: An analysis of SMSA differences in occupancy rates, admission rates, and bed rates. Occupancy sensors can be used to determine at what point spaces had signs of life and for how long, using heat and motion detection technology. Conexus integrates and layers data sources to surface data stories: By collating and aggregating data, Facilities Managers will be armed with the right insights to enable key decisions on space and how it impacts the employee experience. Utilization Its quite possible that you simply switched seats mid-day, or you may have changed spaces and worked within a room or a collaboration area. is Space Occupancy and Utilization Workforce Management FAQs The definitions used in this article are specific for use in our products. Employees reserve desks or meeting rooms based on their needs, providing valuable data on space usage. Just download it as a PDF and read it offline, anytime, anywhere. To validate the data at a building or floor level, aggregate data sources such as security badging system data. What Is the Difference Between Occupancy and Utilisation? Now you've got a better understanding of office space utilization, as well as the role of space management software in optimizing your workplace! You might also find out that there are some days the desks are utilized more than others., You may also see how many hours each meeting space is occupied for on average, and divide that by the number of hours they're available for every day. Workforce Management FAQs Productivity Productivity is the percentage of an agent's paid time that is productive time. if you are expecting 25% shrinkage, you should inflate your staffing requirement by 1/(1- 25%) = 33%. If you are also inflating the requirement figure for occupancy (see above), the two percentages should be summed.
Since productivity is the inverse of shrinkage, 25% shrinkage equates to 75% productivity.