Genesys Engage on-premises

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  • 1.  Utilization %

    Posted 08-17-2022 18:03
    In GCXI , I can't find Utilization % anywhere.  In our company currently Utilization is ( CMS Staff time – (CMS aux lunch code time  + CMS aux personal code time) / TIA time.
    Has anyone asked about this? Also, the code time . I have codes but it does not state what codes are for . Does anyone have a code list.
    #Reporting/Analytics

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    Janice Huber
    Macy's
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  • 2.  RE: Utilization %

    GENESYS
    Posted 8 days ago
    Hi Janice! 

    I am working behind the scenes with Product and Engineering to get a solution for your issue. We will post an update as soon as possible.

    In the meantime, feel free to
    open a support request with Genesys Customer Care to troubleshoot this issue.

    Talk to you soon!

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    Ginger Alford
    Program Manager, Product Strategy & Operations
    Genesys - Employee
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