If your Planning Groups are really only looking at 1 Queue, then getting Occupancy for that queue will need to be gathered from the Intraday Monitoring screen in WFM.
But you'll still need to be aware of the same things above: the average is a weighted average, and from the Intraday Monitoring screen, you can only see a single day at a time.
Getting Occupancy from the Queue based performance views, today, would need to be a custom request. So an Idea would need to be submitted via the Ideas portal.
But that may be a heavier lift that it sounds like. The underlying metrics that make up Occupancy (On Queue Interacting, Communicating, Idle) are gathered at the user/agent level. There is no way for example, to pull those metrics back via the conversation aggregate API. Which is why Occupancy is available in the Agent Performance views and not the Queue Performance views.
But I'd certainly defer to Jay for any ideas.
Original Message:
Sent: 06-15-2023 12:14
From: Jerold Paris
Subject: Occupancy Data Question
Thanks for bringing this topic up Addison.
Hey Trent and Jay. My client and I are trying to understand the difference and be able to utilize the occupancy within this Intraday Monitoring Page.
They want to be able to get an occupancy that is in a per Queue perspective.
There is an occupancy in the agent perspective, within the Performance > Workspace > Contact Center > Agent Status.
But, these agents are multi-queue enabled. Since agents are multi-queued, they can belong to multiple planning groups at the same time. (Setup is 1 Planning Group <-> 1 Queue)
Q: Is the occupancy that we get from the Intraday Monitoring page viable as the Queue perspective value, if we have a setup of 1 Planning Group - 1 Queue?
For example, the 5 agents belonging from PlanningGroup_1 spends 88% of actual occupancy solely for the interactions that entered PlanningGroup_1 for a given date filter.
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Jerold Paris
Accenture Solutions Private Limited
Original Message:
Sent: 05-04-2023 09:48
From: Trent Vance
Subject: Occupancy Data Question
Hey Addison -
To build on what Jay mentioned, you can find the actual WFM metric definitions here:
https://help.mypurecloud.com/articles/workforce-management-metric-definitions/
Occupancy is listed at the bottom:
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Trent Vance
TTEC Digital, LLC fka Avtex Solutions, LLC
Original Message:
Sent: 05-04-2023 07:52
From: Jay Langsford
Subject: Occupancy Data Question
Top level actuals for occupancy uses the same interval level calculation, but it does so over all of the 'completed' intervals. Averaging %s would not represent a total view of occupancy across all intervals.
Even for other columns were it is an average it is a weighted-average not a simple average.
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Jay Langsford
VP, R&D
Original Message:
Sent: 05-03-2023 12:34
From: Addison Hild
Subject: Occupancy Data Question
We are trying to understand and be able to use the Occupancy data in the Intraday Monitoring screen. At the top are 3 numbers which we understand are Predicted, Actual, and the Difference.
At the interval level where it shows the details, all of the Actual Occupancy in any given day do not average out to be the Actual number at the top. How is the Actual number for the day (the 71 above) calculated? Also, is there a way to see these numbers as a monthly view instead of each day individually?
#Genesys Cloud CX
#Workforce Engagement Management
#WorkforceManagement
#Scheduling
#QualityManagement
#Performance Management
#Gamification
#Other/NotSure
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Addison Hild
Athene
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