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  • 1.  Does occupancy include all busy time?

    Posted 09-03-2025 19:17
    No replies, thread closed.

    My understanding is that occupancy measures the time an employee spends handling live contacts.  Is the status "busy" included in the calculation?  


    #AnalyticsAPI
    #Metrics

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    Mike Nahass
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  • 2.  RE: Does occupancy include all busy time?

    Posted 09-04-2025 07:13
    No replies, thread closed.

    Hi Michael,

    I am going to move the across to the Workforce Engagement Management community to clarify this for you



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Does occupancy include all busy time?

    Posted 09-04-2025 17:29
    No replies, thread closed.

    Hi Mike - Occupancy is calculated with: the total time in Interacting routing status / total actual on-queue time (Interacting + Communicating + Idle routing status time). "Busy" is not included in the calculation, because when an agent changes their status to busy it takes them off-queue. 



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    Amber Sutherland
    Sr. Principal PS Consultant
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