Hello guy
,
Need your help on this calculation issue.. How do Mitel CCM 5.8 calculate Occupancy% on Agent Group Event By Period report and what it means(Occupancy%).
In Contact Center Solution Enterprise Edition Reports Guide V5.8, it said that description for Occupancy% is the 'percent of shift time the agent was occupied (total shift minus idle time)' on page 73.
Here i also attach excel file for sample Agent Group Event By Period report for any body expert out there to review..
I appreciate all your comments.
