Calculate Agent Utilization

HI prasadhebbar315,

You can check the following sample and measure formulas if they suitable for your requirement:

Total calls taken = 
CALCULATE (
    SUM ( 'Table'[Total Calls Accepted] ) + SUM ( 'Table'[Total Outbound] ),
    ALLSELECTED ( 'Table' ),
    VALUES ( 'Table'[Year] ),
    VALUES ( 'Table'[Month] ),
    VALUES ( 'Table'[Agent Name] )
)

Calls per day = 
VAR dayCountPerAgent =
    CALCULATE (
        COUNT ( 'Table'[Agent Name] ),
        ALLSELECTED ( 'Table' ),
        VALUES ( 'Table'[Year] ),
        VALUES ( 'Table'[Month] ),
        VALUES ( 'Table'[Agent Name] )
    )
RETURN
    [Total calls taken] / dayCountPerAgent

Total Productive time = 
[Calls per day]
    * CALCULATE (
        AVERAGE ( 'Table'[AHT (s)] ) + AVERAGE ( 'Table'[Avg Hold Time (s)] )
            + AVERAGE ( 'Table'[Avg Wrap Time (s)] ),
        ALLSELECTED ( 'Table' ),
        VALUES ( 'Table'[Year] ),
        VALUES ( 'Table'[Month] ),
        VALUES ( 'Table'[Agent Name] )
    )

Utilzation = 
VAR rate = 480 * 60
RETURN
    [Total Productive time] / rate

Regards,

Xiaoxin Sheng