Occupancy answers: when agents are on the clock and available, how much of that time is real work versus waiting for the next contact. It is a core workforce-management input and a direct driver of burnout.
The formula is handling time divided by total available (handling + idle/available) time.
What it hides: occupancy has an optimum, not a maximum. Push it toward 100% and you have eliminated the recovery gaps between contacts, which is a fast route to errors and attrition. It also excludes shrinkage entirely — it only counts time agents were available, so a healthy occupancy can coexist with a badly under-staffed schedule.