Genesys Cloud CX

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Primary Status Off Queue % 

06-06-2023 09:35

Hi all, 

as we know Primary Status Off Queue % is: The percentage of time that an agent spent in a queue. For example, in the Interacting, Idle, and Not Responding statuses.

What is the equation used to get this ratio?


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#RemoteWorkEnablement

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07-05-2023 11:53

My understanding is that Off Queue % is the time a user is logged in but not 'on queue'. It's a sum of all other statuses availble (meal, break, busy, away, etc.) divided by total time logged into Genesys.

In the example you shared, 57% represents the 3 days on queue vs 5 days logged in.

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