For configurations where occupancy is calculated using ticket handle time as the numerator, ticket time can currently count even when it occurs outside the states included in the denominator: for example, during Break, Offline, training, or other excluded time. This can result in occupancy exceeding 100%.

Request: Only include unique ticket handle time that overlaps with the configured denominator states:

Ticket time overlapping denominator states

÷

Total time in denominator states

Overlapping ticket intervals should also be de-duplicated.

Ticket data should remain visible in the Activity Timeline, but time outside the eligible denominator should not contribute to occupancy.