Hello,

I was wondering if someone could shed some light on the calculation for Occupancy % field in the Agent Occupancy Report AG09. In the documentation PDF I have it is not very clear, there are odd characters between Total Session Total Pause. I couldn't even paste them here so I've place "ODDCHARACTERS" where they are appearing.

This is the definition from the PDF:

Occupancy is computed as: Talk time / (Total session **ODDCHARACTERS** Total Pause) and expressed as a percentage, as per the numeric examples

show in the table above.

Even when I checked the online version there are no operators between the words so I don't know if I"m supposed to add, subtract, divide, some other operator?

Could someone provide me with the correct calculation for Occupancy % in this report?

Thanks