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• In calculating utilization rate, should we subtract time for break/lunch?

In calculating utilization rate, should we subtract time for break/lunch?

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If you are seeking to determine a percentage of time the agent was busy directly on a call (not including available time) then you would add the total talk time and the total after call work time and divide by the adjusted available time (510 minutes – (?)) to determine a percentage.

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This was first published in July 2009

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