You may exclude some General Tasks from being included in the calculation of agent's Occupancy rate.
For example, you could exclude General Task time spent on "Lunch" and "Breaks" since this is known "Not working" time that is not a signal of the agent's overall productivity.
Conversely, you may opt to include General Tasks like "Meetings" or "Training". Although the agent's Occupancy would be lower when more time is spent in Meetings or Training, this would be an explainable variance.
HOW EXCLUDING GENERAL TASKS CHANGES THE OCCUPANCY CALCULATION:
Let's use the table below as an example:
|All General Tasks||10|
|Less Excluded General Tasks||-4|
|TOTAL TIME LESS EXCLUDED GENERAL TASKS:||36|
Now let's look at how the time would be calculated with the excluded General Tasks:
28 (Time on Tickets) / 36 (Total Time after Excluded Tasks) = 77%
And, here's how it would be calculated if we did not exclude any General Tasks:
28 (Time on Tickets) / 40 (Time w/ General Tasks) = 70%
As you can tell from the above example, an agent's Occupancy rate is higher if we exclude known times (i.e. Lunch and Breaks) where they are not working. Whether or not you should utilize this feature depends on your workflow and how you log time in Tymeshift. The steps below will show you how to exclude General Tasks should you wish to do so.
HOW TO EXCLUDE GENERAL TASKS FROM OCCUPANCY RATE
- Go to Admin > General Tasks
- Select EDIT next to the General Task you wish to exclude
- Check EXCLUDE FROM OCCUPANCY
- Click SAVE