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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?
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.