Occupancy formulas

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Occupancy formulas
Hi all,

I've noted that our CMS reports for occupancy include both aux out time and aux in time. see below. Should these be included for true occupancy?

100 * (sum[I_RINGTIME + I_ACDTIME + I_ACDOTHERTIME + I_ACDAUX_OUTTIME + I_ACDAUXINTIME + I_ACWTIME]) / (sum[TI_STAFFTIME - TI_AUXTIME + I_ACDAUX_OUTTIME + I_ACDAUXINTIME])

Thanks

Helper

Call Centre Helper

Yes they should
Yes - both of these should be included in the calculations.

Further question
Thanks for your response Jonty, what if we use aux codes for off phone activity or coaching, won't these increase the occupancy %?

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