Few questions about call centers

[Newguy01]

Hello:

I have a question -- I currently work for a call center that uses a few metrics to track performance for agents and for the call center.

Tell me if these numbers make any sense to you -- occupancy at the center is suppose to be 100%. Anything over 100% is considered bad as is anything under 100%.

Utilization is less than 100% and is based off of utilization time divided into total time logged in.

Where it gets tricky is 'utilization time' is handle time plus waiting time. No breaks, lunches, bathroom breaks, etc. subtracted.

The call center also looks at average time on a call and tell people they 'talk too long' and at calls going back into the queue.

My question is: Is this call center doing everything correctly and actually measuring what they are supposed to be measuring? If they are tracking performance and the numbers are not even correct, what is suppose to be done?

[Newguy01]

I forgot to mention that occupancy in this case is defined as logged in time divided by the length of the shift that day.