Genesys Cloud - Main

Hi,

We have configured "On Queue" activity category under which we have activity codes e.g. "On Queue - Dialer" OR "On Queue- Email" etc

We are pulling the Shrinkage Reporting from Datalake by using "/api/v2/workforcemanagement/managementunits/{managementUnitId}/shrinkage/jobs" endpoint.

Our objective is to report Shrinkage at media type level i.e. shrinkage for dialer, voice, email etc.

We can't seem to find "On Queue" activity category shrinkage in the data import. Upon referencing the Genesys resource page (link below), we understand that On Queue activity category is not part of the math to calculate shrinkage which understandably is rightly so.

However, we wanted to know how can we achieve our reporting objective and if someone can guide us the way to do so, thanks?

Regards,

Vikas

(How Genesys Cloud calculates historical shrinkage - Genesys Cloud Resource Center

)

Hi Vikas,

You may find the following references useful, particularly around how Genesys Cloud calculates shrinkage and some related WFM reporting/API discussions:

• https://help.mypurecloud.com/articles/how-genesys-cloud-calculates-historical-shrinkage/

• https://community.genesys.com/discussion/workforce-management-schedule-api-details

It sounds like this may require a more custom reporting approach depending on whether the requirement is around shrinkage or productive time by media type.

Hopefully someone from the community with deeper WFM reporting experience might also be able to provide additional guidance or examples.

Hi Phaneendra,

The first link that you have shared is identical to the one I was referring to in my original post and it indicates that "On Queue" activity codes are not part of the Historical shrinkage calculation. The second link is pointing to ways schedules data can be imported which doesn't help with the issue we are dealing with here.

Thanks for looking into this.

Vikas 

Hi Vikas,

Thank you for the feedback and for clarifying the requirement.

I must have misunderstood the question.

Thanks again for the clarification.