What does the occupancy rate metric indicate in Amazon Connect Metrics?

The occupancy rate metric in Amazon Connect Metrics measures how effectively agents are using their time while engaging with customers. Specifically, it reflects the percentage of time that agents are actively working on customer contacts, compared to the total time they spend in a readiness state. This metric is essential for understanding agent productivity and efficiency, as it indicates how much of an agent's available time is being spent on conversing with customers as opposed to being idle or handling other responsibilities.

A high occupancy rate suggests that agents are consistently interacting with customers, while a low rate might indicate that agents are spending significant time not engaged in contacts. Thus, this metric helps in assessing the overall performance of a team and can influence staffing decisions and training needs. Understanding occupancy rates can also lead to better resource allocation within the contact center, resulting in improved customer service outcomes.