How do we calculate efficiency and occupancy and AHT in the call center reports?

Agent occupancy measures by actual time an agent is busy on customer contacts compared with available or idle time, calculated by dividing workload hours by staff hours. If occupancy is too low, agents have not enough to do. If occupancy is too high, agents may be overworked.

AHT can be measured by (Total Talk Time+Total Wrapup Time+Total Hold Time)/Number of calls answered