Need Help on Agent Utilization

[Apple]

Hi,

Our reporting dept gave me the formula below to get utilization:

Utilization = AHT/Staffed Time - Lunch

but noticed that some intervals reflect utilization over 100%. Do I have the correct formula? Is it possible to get over 100% utilization on a 30-minute interval?

In our organization, an agent's shift is 9 hours long with 1 hour unpaid Lunch time and two 15 minute paid breaks.

Will appreciate your help.


Thanks,
Apple

[n_meghanath]

Utilization should be the total Handle time/the total logged in time

Handle time= AHT*No of calls handled (where AHT is inclusive of all productive work related to the call or transaction)
Total logged in time= Total time logged into ACD (minus Aux codes time if agents put AUX code for breaks and lunch)

If the numerator is AHT (average handle time) then your formulae is likely to be wrong.....