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What is Occupancy in Workforce Management (WFM)
What is Occupancy in Workforce Management (WFM)? Occupancy measures how much time agents spend handling customer interactions compared to their available working time. Formula: Occupancy % = (Handling Time ÷ Available Time) × 100 Example: If an agent spends 48 minutes handling calls during 60 minutes of available time: Occupancy = (48 ÷ 60 ...
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