Forecasting & Analysis Modules

Incorporate all relevant data, using statistical and expert methods to produce the best possible predictions. Further your knowledge about what performs best for your problems.

Published on 06 March 2023

Partner Article: Occupancy, utilization, productivity: what’s the difference?

These familiar metrics are critical to managing every contact center. And it’s vital to take them into account properly within the workforce management process. The problem is, they all sound very similar and are sometimes confused with one another. Let’s examine them one by one.