Genesys Cloud - Main

Hello,

How can we calculate an  Agent's "availability" time, meaning that an Agent is ONQueue and not on break and not handling interactions? Just waiting.

Does such a statistic exist? If not, how can it be calculated?

Thank you in advance

Anna

This might help you from Genesys: 

To calculate an agent's "availability" time in Genesys, you need to extract data from the system that indicates when an agent is logged in, on a queue, not on a break, and not currently handling an interaction - essentially, only when they are actively "waiting" for a new interaction to be assigned to them; this can usually be achieved by analyzing agent state data within your Genesys reporting tools or APIs. 

Key points to consider:

• Agent State Data:

Genesys provides various agent states like "Logged In", "Available", "On Break", "Handling Interaction", "Not Ready", etc. You need to filter for agents in the "Available" state to identify their available time. 

• Queue Membership:

Ensure that the agent is currently "On Queue" within the relevant queue to be considered available. 

• Time Calculation:

Once you have identified the time periods where an agent is "Available" and "On Queue", you can calculate the total "availability time" by summing up those time intervals. 

How to access this data:

• Genesys Reporting Tools:

Most Genesys platforms have built-in reporting tools where you can create custom reports to filter by agent state, queue membership, and timeframes, allowing you to extract the necessary data for availability calculations. 

• Genesys APIs:

If you need more granular control or want to integrate this data into other systems, you can utilize Genesys APIs to retrieve agent state data in real-time. 

Example Calculation:

• Data Extraction:

For each agent, you would pull data on their state (e.g., "Available") and queue membership (e.g., "Sales Queue") at regular intervals (e.g., every minute).

• Filtering:

Filter out any time periods where the agent is not "Available" or not "On Queue" (e.g., on break, handling an interaction).

• Aggregation:

Sum up all the time intervals where the agent is both "Available" and "On Queue" to get their total "availability time". 

Important Considerations:

• Time Zone Management:

Ensure your reports and calculations account for different time zones if your agents are located in multiple regions.

• Data Accuracy:

Verify that the agent state data is accurate and properly updated within your Genesys system.

• Custom Reporting:

You may need to create custom reports or scripts depending on your specific requirements for calculating agent availability. 

Hello,

How can we calculate an  Agent's "availability" time, meaning that an Agent is ONQueue and not on break and not handling interactions? Just waiting.

Does such a statistic exist? If not, how can it be calculated?

Thank you in advance

Anna

Hello,

How can we calculate an  Agent's "availability" time, meaning that an Agent is ONQueue and not on break and not handling interactions? Just waiting.

Does such a statistic exist? If not, how can it be calculated?

Thank you in advance

Anna

Hi @Anna Mazor,

I think Roberts answer might be overcomplicating this slightly.  

The metrics you require is Idle - The amount of time an agent spends in the Idle routing status. This routing status represents agents who are On Queue and able to take interactions but are not currently working with interactions.

This column is available in the Agent Performance views

Hello,

How can we calculate an  Agent's "availability" time, meaning that an Agent is ONQueue and not on break and not handling interactions? Just waiting.

Does such a statistic exist? If not, how can it be calculated?

Thank you in advance

Anna