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Mitel Forums => Mitel Software Applications => Topic started by: manchester7 on April 09, 2013, 09:45:24 PM

Title: How to calculate 'Occupancy' in Agent Group Event By Period report
Post by: manchester7 on April 09, 2013, 09:45:24 PM

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.