Genesys Cloud - Main

We need a way to calculate Occupancy (Idle) for only IB calls agents handled and also for only OB calls.

Out agents are shifted from OB to IB when spikes occur so we need to be able to differentiate their stats

There are agent level idle stats but this is sum of all calls handled; I cannot find a way to see which calls are IB and which are OB.

Anyone out there with a solution?

#Reporting/Analytics

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Gregory Sayers
Dialer Manager, Elevate Credit
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Hi @Gregory Sayers!  

Are you referring to outbound dialer, when you say Outbound?  Are you running those Outbound dialer calls through their own queue?  If you are looking for calls handled, you could run an Agent Performance report (workspace) and then filter by the queue name.  this will show you performance related to calls just in that queue for the individual agents. 

Gina

I can capture calls handled and AHT at a queue level and Agents make OB calls in a different queue than IB calls.

My difficulty is capturing the idle time/occupancy at an agent level or even at a queue level.

I cannot find any dashboards or data points that have idle time that can be shown for only IB calls or queues or for only OB calls and queues. The API pull has a sum of idle time per agent but no designation of the source of the idle time so I cannot calcluate for IB vs OB.

Thank you

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Gregory Sayers
Dialer Manager, Elevate Credit
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Original Message:
Sent: 12-21-2025 16:36
From: Gina Palmer
Subject: IB Occupancy calculation and OB Occupancy calculation

Hi @Gregory Sayers!  

Are you referring to outbound dialer, when you say Outbound?  Are you running those Outbound dialer calls through their own queue?  If you are looking for calls handled, you could run an Agent Performance report (workspace) and then filter by the queue name.  this will show you performance related to calls just in that queue for the individual agents. 

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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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George,

You are correct that you cannot differentiate in what queue an agent's IDLE time was active via any workspace or dashboard, at least not that I have found.  For my purposes, we assume the IDLE time as part of the Outbound queue because it is the IDLE time that makes the dialer dial. This is because we have our agents in both IB and OB at the same time.

If you are manually changing them over from IB to OB and they are not in both simultaneously, you could track the times when you are moving them back and forth and then filter by interval.  It would be a long tedious process, but it would work.