Genesys Cloud CX

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  • 1.  Occupancy and Shrinkage

    Posted 01-12-2022 09:06

    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 Squires
    Resource planning & Telephony Data Analyst



    Nick Squires
    Motor Insurers' Bureau

  • 2.  RE: Occupancy and Shrinkage

    Posted 01-13-2022 08:15 has information regarding the metrics in intraday monitoring.

    For occupancy in intraday the following is used:
    • Predicted (total time predicted to be in "Interacting" routing status / total scheduled on queue time in interval)
    • Actual (total time in "Interacting" routing status / total actual on queue time (Interacting + Communicating + Idle) in interval)
    We do not currently compute/expose historical shrinkage, but are working on something. We are too early on to give a tentative date at this point.

    Jay Langsford
    VP, R&D