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Hi to all that are kind enough to interact with this.
I'm fairly new to using Genesys.
I am looking for a way to pull historical occupancy and shrinkage figures from the data in Genesys and other than the intraday monitoring option, I do not know how to understand our current and historic occupancy and shrinkage figures.
Does anyone have any advice or tips for how they've manually calculated this?
Also, I'm keen to know more about the occupancy figure within the intraday monitoring tab and what exactly that takes into consideration...ACW, on-queue time etc. Does it also take into consideration outbound calls?Many thanks,Nick SquiresResource planning & Telephony Data Analyst
If you are asking about my last sentence regarding historical shrinkage, the shrinkage reporting API was released 11-May-2022.
Release notes: https://help.mypurecloud.com/releasenote/may-11-2022/
Those APIs are in preview mode until we release the UI (tentative GA date 26-Oct-2022): https://developer.genesys.cloud/platform/preview-apis
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