What is Occupancy?

Occupancy is the proportion of an agent’s logged-in time spent actively handling contacts (talk, hold and after-call work) versus available-but-idle time. It measures how intensively staffed capacity is used.

Very high occupancy (e.g. above ~90%) risks burnout and rising attrition; very low occupancy means over-staffing. WFM aims for a sustainable balance.

Occupancy interacts with quality: chronically over-occupied agents make more errors, which QA will surface.