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 & Breaks where it is not possible for the agent to be working) from the occupancy rate calculation.
Formula: [(Ticket Time) /(Total Time - Excluded General Task Time)] = Occupancy Rate