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Hello! 

Could you please help me figure out what formula Genesys uses to calculate "occupancy"?
I've looked at the documentation on this issue, and this is what Genesys says:

• Predicted calculation is the total time predicted to be in Interacting routing status / total scheduled on-queue time in interval.
• Actual calculation is the total time in Interacting routing status / total actual on-queue time (Interacting + Communicating + Idle routing status time) in interval
  
  

I use this formula in my code, by retrieving routing statuses - IDLE, ON_QUEUE, NOT_RESPONDING  from API request /api/v2/analytics/users/details/query

occupancy = (1 - (idle_sec / on_queue_sec - not_responding_sec)) * 100 
because
OnQueue=Interacting+Communicating+Idle+NotResponding

This formula mostly works for me when I compare my results to the Genesys Analytics workspace, BUT sometimes I come up with completely different values ​​and I can't figure out what other data Gensys is using to produce the results.

Here is an example: 

5th Feb:
on queue secs = 1h 3m 2s = 3782 secs
idle secs = 1h 0m 57s = 3657 secs
not_responding secs = 0

Formula:
(1 - (idle_sec / on_queue_sec - not_responding_sec)) = (1 - (3657 / (3782 - 0)) * 100 = 3% (which is the same as Genesys said)

6th Feb:
on queue secs = 45 m 55s =2755s
idle secs = 44 m 45s = 2685s
not_responding secs = 0

Formula:
(1 - (idle_sec / on_queue_sec - not_responding_sec)) = (1 - (2685 / ( 2755 - 0)) * 100 = 2.5% (do not match Genesys)

I also don't understand why there are days where sometimes it's 100% and sometimes 0%, although the conditions are the same.