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  • 1.  Deferred Occupancy Settings

    Posted 05-19-2021 14:03
    No replies, thread closed.
    We have a Genesys Cloud WFM customer that only handles SMS and Email - no Voice Interactions.

    How would Default Occupancy be configured, looking for any best practices.

    Thank You
    #Workforce Management

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    John Watkinson
    Avtex Solutions, LLC
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  • 2.  RE: Deferred Occupancy Settings

    Posted 06-22-2021 10:10
    No replies, thread closed.
    Hi John,

    Just seen your post - let me see if I can source an answer for you.

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    Tracy
    Genesys
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    Original Message


  • 3.  RE: Deferred Occupancy Settings

    Posted 07-01-2021 05:57
    No replies, thread closed.
    Hi John,

    The formula for occupancy is the same as for voice. The only difference is that you can have an occupancy of more than 100%.

    There is a good explanation about occupancy here:

    https://www.callcentrehelper.com/agent-occupancy-89603.htm



    ------------------------------
    Tracy
    Genesys
    ------------------------------

    Original Message


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