What does the Maximum Occupancy % for Deferred Work allow agents to do?

The Maximum Occupancy % for Deferred Work is a critical metric in workforce management that primarily allows agents to take supplemental work while waiting for calls. This concept supports the idea of optimizing agent productivity and ensuring that their time is utilized efficiently.

When agents are not actively engaged with a customer interaction, the Maximum Occupancy % indicates an allowable threshold of time they can spend on additional tasks like administrative work, handling backlogged requests, or completing other assigned work. By allowing agents to engage in supplemental work during their idle times, organizations can leverage their skillsets to reduce downtime and enhance overall productivity.

This approach aligns with a strategic management of resources, ensuring that agents are not just waiting idly but are instead contributing to other productivity-enhancing tasks. Hence, focusing on supplemental work while waiting for calls aligns perfectly with the intended use of Maximum Occupancy % for Deferred Work, as it promotes a more dynamic and efficient work environment.