When editing General Tasks, 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.
If a General Task is indicated as Exclude from Occupancy, then it will not be included in Occupancy Rate Calculation.
To edit your General Tasks, go to Admin > General Tasks.
This is how we calculate Productive General Tasks:
Formula: (Time on Tickets + General Tasks with PRODUCTIVE TIME box checked) / WORKING TIME = Productive General Tasks
In addition, you can edit Group Permissions for General tasks as well by choosing the General Task to be available for All Groups or to Specific Groups inside of your Organization.