The occupancy level is expressed as a function of the total time of the measurement hour or a function of the time the positions were active and attended. Generally, the assumption is that all positions are staffed 100 percent of the time during the peak busy hour. Therefore, the measurement percent occupancy (total time) is sufficient in most instances.

Assuming attendant positions are staffed 100 percent of the time, then each position can handle 36 CCS of load during the peak hour. Therefore, based upon the calculated AOL of 47.75 CCS, you require two attendant positions.

To display the status of the attendant console positions, use the two status reports monitor system view1 and monitor system view2. Specifically, you can use these two reports to determine in real time the number of attendant positions activated and the number of attendant positions deactivated.

For this example, the percent occupancy is calculated as follows:

Suggested actions

You should staff a sufficient number of positions so the attendants are neither underworked nor overworked. If the percent occupancy is high and the time available (from the worksheet) is low, you can staff another attendant position. If the percent occupancy is low and the time available (from the worksheet) is high, you can staff fewer attendant positions.

Percent occupancy (attended) is defined as follows:

When all positions of the attendant group are staffed, the equation for percent occupancy (attended) yields the same results as the equation for percent occupancy (total time).