You can choose whether you want specific General Tasks to be marked as Productive General Tasks or you want them to be Excluded from Occupancy.
If a General Task is indicated as a Productive General Task, then it will count towards occupancy. (I.e. Ticket Time + Productive General Tasks)
To mark edit your General Tasks, go to Admin > General Tasks.
Formula: (Time on Tickets + General Tasks with PRODUCTIVE TIME box checked) / WORKING TIME = Productive General Tasks