I came across this article: https://www.zendesk.com/blog/customer-support-kpis-need-track/
And immediately found it extremely odd that not all the KPIs listed there are available in Explore. Specifically, Occupancy is left out. This is a huge headache of a formula to write, so it seems especially strange that Zendesk would tout it as highly important, but then not actually make it something the product can do out of the box. I found this article while trying to find a pre-written custom formula for this exact kind of thing, which makes it an extra awkward customer experience.
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