User:Mirzataqiali07/sandbox

'''CALL CENTER OCCUPANCY :

It is the measure or a percentage of time, staffing was purely occupied with the business related activites like Calls / EmailS / Chat etc, out of the total staff hours excluding breaks, lunch, auxs.

'''STAFF HOURS COMPONENTS:

Talk time + Hold time + Wrap time + Avail time + Breaks + Lunch + Auxs.

OCCUPANCY COMPONENTS:

Talk time + Hold time + Wrap time  + Avail time.

OCCUPANCY CALCULATION:

Talk time + Hold time + Wrap time = Productive time Divided by

Talk time + Hold time + Wrap time + Avail time = Production time

(MIRZA TAQI ALI)