Hi Amit,
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."
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Josh Coyle
Senior Professional Services Consultant
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Original Message:
Sent: 03-19-2026 14:07
From: Amit Abdul
Subject: Formula for calculating "occupancy" in a Genesys Analytics workspace
Hello!
Could you please tell me what formula is used to calculate the 'Occupancy' field for agents?
#PlatformAPI
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Amit Abdul
CEO
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