What is meant by ‘Occupancy rate’ in WFM?

Occupancy rate in Workforce Management (WFM) refers to the percentage of time that agents are engaged in handling customer contacts compared to the time they are not actively working on contacts or are idle. It provides valuable insights into how efficiently agents are utilized, highlighting the balance between active engagement with customer inquiries and periods where they are not servicing calls. A higher occupancy rate indicates that agents are effectively employed, while a lower rate may suggest that there are inefficiencies or excess agent resources relative to customer demand.

Understanding occupancy rate is crucial for workforce planning, as it helps organizations optimize staffing levels, ensure agents are sufficiently engaged to enhance productivity, and maintain service quality to meet customer expectations.