What is occupancy & utilization in wfm

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Accepted Answer

Occupancy is the percentage of time agents are handling contacts while utilization is the percentage of time agents are available to handle contacts.

Occupancy measures how much time agents are busy handling contacts
Utilization measures how much time agents are available to handle contacts
Occupancy and utilization are important metrics in workforce management
Occupancy and utilization can be used to identify staffing needs and optimize schedules
For example, if occupancy is consistently high, it may indicate a need for more agents or better training
If utilization is consistently low, it may indicate a need for more work or a change in scheduling

What is occupancy &amp; utilization in wfm