Hello! I recently have been looking into Interacting Time, Idle Time, and Not Responding Time for historical agent status reporting purposes. Specifically, I am most interested in idle/interacting/not responding %. My understanding is that the calculations are made using this equation:

On Queue = Idle + Interacting + Not Responding 

Example: Idle% = (Idle / On Queue) * 100

Looking closer at an individual basis I have run into several scenarios where things just don't quite add up. There is some data where an agent's idle + interacting will add up to 10 minutes more than their total on queue for a time period. This can result in some different calculations than what is displayed in Genesys. Has anybody ever run into this before? Is there some aspect I am forgetting to include? 

Thanks for the help!

Idle %, for me, is the time split between the agent's total ACD time and their idle time. For example, if Luis were logged in on the phone for 4 hours and 7 minutes, and available on queue for 3 hours and 45 minutes but was idle for 2 hours and 24 minutes of that, he would have an idle percentage of 64%. Could your extra ten minutes come from simply being logged in and available but not truly on queue since available doesn't count as on queue time? Does that make sense?

You can set the Statuses to include all of the items you are interested in reviewing per agent. I do apologize, but I haven't been able to recreate your challenge on my side so I'm not sure how you are getting additional time.

For some reports Genesys is not splitting the time to the correct intervals. Instead the complete time is added to the last interval.
For example you have a call starting talk at 08:58 and ends at 09:02.
Currently in the conversation there is only a "Total Talk Time" metric which puts the 4 minutes talktime completely to the 09:00-09:30 interval.
There is not metric which puts 2 minutes in the intervall 08:30-09:00 and 2 minutes in 09:00-09:30
See IDEA DARAR-I-1456