Occupancy

Occupancy consists of the following calculations:

The percentage of ready time that an agent spends actively handling contacts.
- Calculation: Occupancy = (Talk time + After call work time) ÷ Ready time
The percentage of ready time that an agent spends on active time. This is useful for blended channel types or when WFM is integrated to several contact center platforms for agent queue statistics.
- Calculation: Occupancy = (Ready time - Idle time) ÷ Ready time

Talk time refers to the time it takes to handle a call, an email, or a chat and after call work time refers to the wrap up time for a call, an email, or a chat.

These calculations are used in agent metrics and team metrics reports.