How is agent occupancy rate calculated

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How is agent occupancy rate calculated
I was given a formulat to calculate the agent occupancy rate but it shows my agents who are available the most have the lowest percentage occupancy rate after an Aux state? Does available time have to be ACD time or is A ails me time included in the ACD time?

whilst Occupancy/Utilisation are often confused I would say a standard occupancy calculation is (total time - minutes hours or seconds as long as consistent)- (talk/Hold/Wrap) divided by (talk/Hold/Wrap/Idle) expressed as a % , 1-this sum equates to the idle (available time) %
Available time isn't included in ACD time


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