What is the reason the ‘Occupancy’ metric in the Performance dashboard diverges from the raw queue activity logs during peak hours in the EU-West region?
- The dashboard reports 115% occupancy for the ‘Sales_Queue’ between 09:00 and 09:15 CET.
- Manual calculation of (Talk + Hold + Wrap) / (Talk + Hold + Wrap + Aux) yields 98%.
- This variance impacts our SLA reporting accuracy.