WFM - Calculation Occupancy Chat/Email (mutilple slot same time)

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WFM - Calculation Occupancy Chat/Email (mutilple slot same time)
How to calculate performance occupancy of agents ( chat or email )

Example : Agent have 3 slot chats same time => if we use formula same call ( 1 slot chat ) occupancy maybe over 100%, I think occupancy should be below 100%.

I tried formula that divide 3 , example : agents take 100 chat aht 300 seconds with available time is 8hour
=> occupancy = ((100x300)/3) / (8*3600) = 34.7% => it isn't correct

Helper

Call Centre Helper

Occupancy should be capped at 100%
You have to use the 1 slot chat calculation that you specified.

But you also need to include an IF statement.

So IF Occupancy > 100% THEN Occupancy = 100%

You have to use the ...
You have to use the 1 slot chat calculation that you specified

Can u tell more details

Helper

Call Centre Helper

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