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  • 1.  Occupancy Reporting

    Posted 04-29-2025 09:58
    No replies, thread closed.

    Good morning

    We are trying to ensure that our occupancy reporting is accurate and have found discrepancies between what we set up our Tableau report to pull and what Genesys Cloud shows when looking at the same days and agents.

    What do we need to ensure we are pulling the same information that Genesys cloud uses to show our agents' occupancy?

    Our agents take inbound calls, make outbound calls, and help with web messaging... so the calculation is not as simple as taking the call time and idle time to figure out occupancy. 

    What tables would contain the correct information to pull?

    Our reporting team (who built the Tableau report) asked us to get the SQL query that Genesys uses to calculate their occupancy, and we were directed to post that question, here. 


    #Reporting/Analytics

    ------------------------------
    John Bragna
    Capacity Planning Supervisor
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  • 2.  RE: Occupancy Reporting

    Posted 04-29-2025 16:26
    No replies, thread closed.

    Hello John,

    I'm not sure if we have that kind of info available. I've moved your post so that our experts in the Reporting and Analytics Community may be able to provide you an answer.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Occupancy Reporting
    Best Answer

    Posted 04-30-2025 09:03
    No replies, thread closed.

    Hello John!  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."

    The source values come from the user aggregate API: https://developer.genesys.cloud/analyticsdatamanagement/analytics/aggregate/user-query

    Genesys Cloud is based on a NoSQL architecture, the data is not queried from tables via SQL.



    ------------------------------
    Principal Product Manager
    Genesys - Employees
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  • 4.  RE: Occupancy Reporting

    Posted 04-30-2025 09:34
    No replies, thread closed.

    Thanks, Ryan!



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Occupancy Reporting

    Posted 04-30-2025 09:36
    No replies, thread closed.

    @John Bragna what means are you using to populate the data in Tableau? A3S? API queries to get the data?



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------



  • 6.  RE: Occupancy Reporting

    Posted 04-30-2025 10:31
    No replies, thread closed.

    Thank you Ryan, for the information.

    @George Ganahl we use A3S for our information. The calculation helps and confirms what I had been stating to those who have asked as does the aggregate query in the link provided by Ryan. 

    I will update if we are still having concerns or questions about what we are seeing between the two locations.

    I appreciate the help, so far.



    ------------------------------
    John Bragna
    Capacity Planning Supervisor
    ------------------------------

    Original Message


  • 7.  RE: Occupancy Reporting

    Posted 04-30-2025 10:48
    No replies, thread closed.

    Got it. Thanks!



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


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