Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Occupancy and Shrinkage

    Posted 01-12-2022 09:06
    No replies, thread closed.

    Hi to all that are kind enough to interact with this.

    I'm fairly new to using Genesys.

    I am looking for a way to pull historical occupancy and shrinkage figures from the data in Genesys and other than the intraday monitoring option, I do not know how to understand our current and historic occupancy and shrinkage figures.

    Does anyone have any advice or tips for how they've manually calculated this?

    Also, I'm keen to know more about the occupancy figure within the intraday monitoring tab and what exactly that takes into consideration...ACW, on-queue time etc. Does it also take into consideration outbound calls?

    Many thanks,

    Nick Squires
    Resource planning & Telephony Data Analyst

    MIB


    #Reporting/Analytics

    ------------------------------
    Nick Squires
    Motor Insurers' Bureau
    ------------------------------


  • 2.  RE: Occupancy and Shrinkage

    Posted 01-13-2022 08:15
    No replies, thread closed.
    https://help.mypurecloud.com/articles/workforce-management-metric-definitions/ has information regarding the metrics in intraday monitoring.

    For occupancy in intraday the following is used:
    • Predicted (total time predicted to be in "Interacting" routing status / total scheduled on queue time in interval)
    • Actual (total time in "Interacting" routing status / total actual on queue time (Interacting + Communicating + Idle) in interval)
    We do not currently compute/expose historical shrinkage, but are working on something. We are too early on to give a tentative date at this point.

    ------------------------------
    Jay Langsford
    VP, R&D
    ------------------------------



  • 3.  RE: Occupancy and Shrinkage

    Posted 08-11-2022 11:37
    No replies, thread closed.
    Any updates on a Genesys computation for occupancy and shrinkage calculations?

    ------------------------------
    Tim Eastman
    Victory Capital
    ------------------------------

    Original Message


  • 4.  RE: Occupancy and Shrinkage

    Posted 08-11-2022 13:10
    No replies, thread closed.

    If you are asking about my last sentence regarding historical shrinkage, the shrinkage reporting API was released 11-May-2022.

    Release notes: https://help.mypurecloud.com/releasenote/may-11-2022/

    Those APIs are in preview mode until we release the UI (tentative GA date 26-Oct-2022): https://developer.genesys.cloud/platform/preview-apis



    ------------------------------
    Jay Langsford
    VP, R&D
    ------------------------------

    Original Message


Related Content