Currently, the centre I am in calculates this by Available Time divided by Staff Time (time logged into phones).
I think that the calculation should be Available Time divided by Staff Time minus any Aux codes.
I think this will give a more accurate reflection of % time spent waiting on a call as by definition an agent cannot be waiting on a call if they are on a break, in a meeting, etc.
This will increase our availability % but seems to be to be a true reflection
Is there a standard way to measure this?