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.