Genesys Cloud - Main

Good morning

We are trying to ensure that our occupancy reporting is accurate and have found discrepancies between what we set up our Tableau report to pull and what Genesys Cloud shows when looking at the same days and agents.

What do we need to ensure we are pulling the same information that Genesys cloud uses to show our agents' occupancy?

Our agents take inbound calls, make outbound calls, and help with web messaging... so the calculation is not as simple as taking the call time and idle time to figure out occupancy. 

What tables would contain the correct information to pull?

Our reporting team (who built the Tableau report) asked us to get the SQL query that Genesys uses to calculate their occupancy, and we were directed to post that question, here. 

Good morning

We are trying to ensure that our occupancy reporting is accurate and have found discrepancies between what we set up our Tableau report to pull and what Genesys Cloud shows when looking at the same days and agents.

What do we need to ensure we are pulling the same information that Genesys cloud uses to show our agents' occupancy?

Our agents take inbound calls, make outbound calls, and help with web messaging... so the calculation is not as simple as taking the call time and idle time to figure out occupancy. 

What tables would contain the correct information to pull?

Our reporting team (who built the Tableau report) asked us to get the SQL query that Genesys uses to calculate their occupancy, and we were directed to post that question, here. 

Hello John!  Our occupancy calculation is documented here.  https://help.mypurecloud.com/articles/workforce-management-metric-definitions/

"Actual calculation is the total time in Interacting routing status / total actual on-queue time (Interacting + Communicating + Idle routing status time) in interval."

The source values come from the user aggregate API: https://developer.genesys.cloud/analyticsdatamanagement/analytics/aggregate/user-query

Genesys Cloud is based on a NoSQL architecture, the data is not queried from tables via SQL.

Good morning

We are trying to ensure that our occupancy reporting is accurate and have found discrepancies between what we set up our Tableau report to pull and what Genesys Cloud shows when looking at the same days and agents.

What do we need to ensure we are pulling the same information that Genesys cloud uses to show our agents' occupancy?

Our agents take inbound calls, make outbound calls, and help with web messaging... so the calculation is not as simple as taking the call time and idle time to figure out occupancy. 

What tables would contain the correct information to pull?

Our reporting team (who built the Tableau report) asked us to get the SQL query that Genesys uses to calculate their occupancy, and we were directed to post that question, here. 

Good morning

We are trying to ensure that our occupancy reporting is accurate and have found discrepancies between what we set up our Tableau report to pull and what Genesys Cloud shows when looking at the same days and agents.

What do we need to ensure we are pulling the same information that Genesys cloud uses to show our agents' occupancy?

Our agents take inbound calls, make outbound calls, and help with web messaging... so the calculation is not as simple as taking the call time and idle time to figure out occupancy. 

What tables would contain the correct information to pull?

Our reporting team (who built the Tableau report) asked us to get the SQL query that Genesys uses to calculate their occupancy, and we were directed to post that question, here. 

@John Bragna what means are you using to populate the data in Tableau? A3S? API queries to get the data?

Good morning

We are trying to ensure that our occupancy reporting is accurate and have found discrepancies between what we set up our Tableau report to pull and what Genesys Cloud shows when looking at the same days and agents.

What do we need to ensure we are pulling the same information that Genesys cloud uses to show our agents' occupancy?

Our agents take inbound calls, make outbound calls, and help with web messaging... so the calculation is not as simple as taking the call time and idle time to figure out occupancy. 

What tables would contain the correct information to pull?

Our reporting team (who built the Tableau report) asked us to get the SQL query that Genesys uses to calculate their occupancy, and we were directed to post that question, here. 

Thank you Ryan, for the information.

@George Ganahl we use A3S for our information. The calculation helps and confirms what I had been stating to those who have asked as does the aggregate query in the link provided by Ryan. 

I will update if we are still having concerns or questions about what we are seeing between the two locations.

I appreciate the help, so far.

@John Bragna what means are you using to populate the data in Tableau? A3S? API queries to get the data?

Good morning

We are trying to ensure that our occupancy reporting is accurate and have found discrepancies between what we set up our Tableau report to pull and what Genesys Cloud shows when looking at the same days and agents.

What do we need to ensure we are pulling the same information that Genesys cloud uses to show our agents' occupancy?

Our agents take inbound calls, make outbound calls, and help with web messaging... so the calculation is not as simple as taking the call time and idle time to figure out occupancy. 

What tables would contain the correct information to pull?

Our reporting team (who built the Tableau report) asked us to get the SQL query that Genesys uses to calculate their occupancy, and we were directed to post that question, here.