Genesys Cloud - Developer Community!

 View Only

Sign Up

  • 1.  Formula for calculating "occupancy" in a Genesys Analytics workspace

    Posted 03-19-2026 14:08

    Hello!

    Could you please tell me what formula is used to calculate the 'Occupancy' field for agents?

    Thanks in advance 

    #PlatformAPI

    ------------------------------
    Amit Abdul
    CEO
    ------------------------------


  • 2.  RE: Formula for calculating "occupancy" in a Genesys Analytics workspace

    Posted 03-19-2026 14:16

    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."



    ------------------------------
    Josh Coyle
    Senior Professional Services Consultant
    ------------------------------



  • 3.  RE: Formula for calculating "occupancy" in a Genesys Analytics workspace

    Posted 03-25-2026 09:59

    Hello @Josh Coyle

    Thank you!



    ------------------------------
    Amit Abdul
    CEO
    ------------------------------

    Original Message


Related Content