Occupancy = contacts × handle time ÷ (agents × interval length). The bands are a rule of thumb many WFM teams use, not a research finding: under 75% low, 75–85% moderate (a common target), 85–90% high, 90%+ very high. What matters most is how long it lasts: short peaks are normal, whole days at 90%+ wear people out.

Agents counted here are the ones actually handling contacts (after breaks, meetings and absence).

Overtime vs hire Free

Result

Break-even gap

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hours/week where 1 hire = overtime

Hiring pays off

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cumulative cost

Overtime / year

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Hiring / year

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after ramp

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How it's calculated

Overtime costs wage × multiplier × (1 + taxes on overtime) for every gap hour, every week.
Hiring costs recruiting up front, then a loaded wage (wage × (1 + benefits)) from day one, including paid training. Until new hires are fully up to speed, the rest of the gap is still covered with overtime.
Leavers are replaced at the attrition rate you enter, each costing recruiting, training and ramp again.
The break-even gap is the weekly overtime at which one full-time hire costs the same (after ramp). Above it, hiring is cheaper in the long run.