I'm fairly new to Genesys so I'm still acclimating to how the system records data. I've been tasked with reconciling and reporting the historical shrinkage that's displayed on the system.  The WFM team has likely not ironed out their process/settings yet, but we still want to get an idea of why we're seeing what we're seeing, mainly with the Unavailable code, as a lot of the discrepancies with the other codes have been linked to agent error.  For Unavailable, it looks like we have the following statuses linked to it: Offline, Idle, five Away statuses, FMLA and Callout. As an example of what we're seeing for Unavailable, for one day we had 57:00:00 scheduled and 408:20:07 actual.  I've attempted to reconcile, but I can't locate the full 408 hours, so I'm assuming most unlocated time has to be Offline.  So I suppose my main question is, how does Offline get calculated?  I pulled an adherence report and filtered by Offline to get a total number of hours and, along with the other status times added up, it still doesn't equal 408 hours.  It appears that adherence only records data for statuses that occur during an agent's scheduled time, so does that mean that Offline is also recorded outside of their scheduled time?  Please help me understand Unavailable/Offline.  Thanks!

Hello Dustin,

Welcome to the Community! We have a handy breakdown of all of the status and activity indicators in Genesys Cloud that you can read in this Resource Center Article. 

I'm fairly new to Genesys so I'm still acclimating to how the system records data. I've been tasked with reconciling and reporting the historical shrinkage that's displayed on the system.  The WFM team has likely not ironed out their process/settings yet, but we still want to get an idea of why we're seeing what we're seeing, mainly with the Unavailable code, as a lot of the discrepancies with the other codes have been linked to agent error.  For Unavailable, it looks like we have the following statuses linked to it: Offline, Idle, five Away statuses, FMLA and Callout. As an example of what we're seeing for Unavailable, for one day we had 57:00:00 scheduled and 408:20:07 actual.  I've attempted to reconcile, but I can't locate the full 408 hours, so I'm assuming most unlocated time has to be Offline.  So I suppose my main question is, how does Offline get calculated?  I pulled an adherence report and filtered by Offline to get a total number of hours and, along with the other status times added up, it still doesn't equal 408 hours.  It appears that adherence only records data for statuses that occur during an agent's scheduled time, so does that mean that Offline is also recorded outside of their scheduled time?  Please help me understand Unavailable/Offline.  Thanks!

Hi Jason.  Thanks for replying.  I reviewed the article, but it doesn't get into the level of detail that would answer my question.  Does Unavailable/Offline get recorded to Shrinkage after an agent logs out?  Another example from 2/13/25, Shrinkage shows a total Unavailable time of 306:35:50, total Unavailable on Adherence shows 199:17:16.  I need to know how the system calculates Unavailable.

Hello Dustin,

Welcome to the Community! We have a handy breakdown of all of the status and activity indicators in Genesys Cloud that you can read in this Resource Center Article. 

I'm fairly new to Genesys so I'm still acclimating to how the system records data. I've been tasked with reconciling and reporting the historical shrinkage that's displayed on the system.  The WFM team has likely not ironed out their process/settings yet, but we still want to get an idea of why we're seeing what we're seeing, mainly with the Unavailable code, as a lot of the discrepancies with the other codes have been linked to agent error.  For Unavailable, it looks like we have the following statuses linked to it: Offline, Idle, five Away statuses, FMLA and Callout. As an example of what we're seeing for Unavailable, for one day we had 57:00:00 scheduled and 408:20:07 actual.  I've attempted to reconcile, but I can't locate the full 408 hours, so I'm assuming most unlocated time has to be Offline.  So I suppose my main question is, how does Offline get calculated?  I pulled an adherence report and filtered by Offline to get a total number of hours and, along with the other status times added up, it still doesn't equal 408 hours.  It appears that adherence only records data for statuses that occur during an agent's scheduled time, so does that mean that Offline is also recorded outside of their scheduled time?  Please help me understand Unavailable/Offline.  Thanks!

Hi Jason.  Thanks for replying.  I reviewed the article, but it doesn't get into the level of detail that would answer my question.  Does Unavailable/Offline get recorded to Shrinkage after an agent logs out?  Another example from 2/13/25, Shrinkage shows a total Unavailable time of 306:35:50, total Unavailable on Adherence shows 199:17:16.  I need to know how the system calculates Unavailable.

Hello Dustin,

Welcome to the Community! We have a handy breakdown of all of the status and activity indicators in Genesys Cloud that you can read in this Resource Center Article. 

I'm fairly new to Genesys so I'm still acclimating to how the system records data. I've been tasked with reconciling and reporting the historical shrinkage that's displayed on the system.  The WFM team has likely not ironed out their process/settings yet, but we still want to get an idea of why we're seeing what we're seeing, mainly with the Unavailable code, as a lot of the discrepancies with the other codes have been linked to agent error.  For Unavailable, it looks like we have the following statuses linked to it: Offline, Idle, five Away statuses, FMLA and Callout. As an example of what we're seeing for Unavailable, for one day we had 57:00:00 scheduled and 408:20:07 actual.  I've attempted to reconcile, but I can't locate the full 408 hours, so I'm assuming most unlocated time has to be Offline.  So I suppose my main question is, how does Offline get calculated?  I pulled an adherence report and filtered by Offline to get a total number of hours and, along with the other status times added up, it still doesn't equal 408 hours.  It appears that adherence only records data for statuses that occur during an agent's scheduled time, so does that mean that Offline is also recorded outside of their scheduled time?  Please help me understand Unavailable/Offline.  Thanks!

I'm fairly new to Genesys so I'm still acclimating to how the system records data. I've been tasked with reconciling and reporting the historical shrinkage that's displayed on the system.  The WFM team has likely not ironed out their process/settings yet, but we still want to get an idea of why we're seeing what we're seeing, mainly with the Unavailable code, as a lot of the discrepancies with the other codes have been linked to agent error.  For Unavailable, it looks like we have the following statuses linked to it: Offline, Idle, five Away statuses, FMLA and Callout. As an example of what we're seeing for Unavailable, for one day we had 57:00:00 scheduled and 408:20:07 actual.  I've attempted to reconcile, but I can't locate the full 408 hours, so I'm assuming most unlocated time has to be Offline.  So I suppose my main question is, how does Offline get calculated?  I pulled an adherence report and filtered by Offline to get a total number of hours and, along with the other status times added up, it still doesn't equal 408 hours.  It appears that adherence only records data for statuses that occur during an agent's scheduled time, so does that mean that Offline is also recorded outside of their scheduled time?  Please help me understand Unavailable/Offline.  Thanks!