Occupancy rate helps you identify how much of the time agents spend productively working compared to the total time they are paid for.
For example, if an agent is paid for 40 hours per week, and spends 30 hours of their week working on tickets or tasks that are considered productive tasks, then that agent's occupancy rate would be 75%.
By default, Tymeshift only considers time on tickets as productive time. However, you may optionally exclude specific General Tasks (such as Lunch which is typically unpaid time) from the occupancy rate calculation. General Tasks that are not included in the agent's Working Time total which means they are excluded from the Occupancy calculation.
Additionally, you may mark General Tasks as Productive Time. General Tasks marked as Productive Time count towards Occupancy -- the same way that a normal support activity would.
Formula: [(Ticket, Chat, & Voice Time + Productive General Tasks) /(Working Time)] = Occupancy Rate