e.g. An agent's shift is 8.5 hours but he/she receives a .5 hour for lunch and two 10-minute breaks. Utilization would be calculated as (ATT + AWT)/(510 minutes - 50 minutes. Is this correct?
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.