The name I use to refer to these charts is “resource utilization chart”. Occupancy Rate Formula There are two occupancy rate formula contexts: OR = 100 x number of rooms or units rented / number of available rooms or units. The purpose of calculating your occupancy rate is to measure how “occupied” your agents are – the extent to which they are being worked. Could somebody please help me with different Excel formulas used in WFM in contact center for Utilization, Occupancy, Schedule Adherence, Shrinkage, AHT, forecasting, scheduling, Absenteeism, Planning etc with example. St Leonards NSW 2065 Writing a Sum Formula: Decide what column of numbers or words you would like to add up. hbspt.forms.create({ Here are some smarter ways to optimise your rostering: As we just mentioned, you can use your arrival rate to figure out the times of day, and days of the week, when the highest volumes of calls are coming in. 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