Does the Maximum Occupancy % for Deferred Work setting apply to agents who only handle calls?

The Maximum Occupancy % for Deferred Work setting does not apply to agents who only handle calls because this metric is designed specifically for agents engaged in a multi-skilled environment, where they are required to manage both calls and other work types, such as emails, chats, or tasks.

This feature helps in managing how much time agents spend on non-call activities compared to their total available time, optimizing their productivity and balancing workloads among various tasks. Since agents dedicated solely to handling calls do not engage in deferred work tasks, the Maximum Occupancy % setting does not influence their performance metrics. They are primarily focused on call handling, which is governed by different performance indicators that account for call durations and metrics related to call efficiency.