Occupancy calculation based on expected concurrency
G
Gabriella Kinsella
Feedback
Occupancy today doesn’t account for expected concurrency. For example, if an agent is handling 1 chat but is capable of handling 3, their occupancy should reflect as 33%, not 100%.
Feature Request
Enable access to “total occupancy” data from Amazon Connect, calculated based on expected concurrency, not just current load.
Why
This would provide a more accurate view of agent utilization, especially in environments where agents can handle multiple simultaneous interactions