- Quick question about the occupancy metrics reported in the Digital Channel Performance view for our EU-West BYOC environment. The figures displayed in the standard dashboard do not align with the raw data extracted from the Conversation Detail views.
- Specifically, the ‘Agent Occupancy’ metric for the messaging queue shows a value of 68% for the period between 09:00 and 17:00 CET. However, when calculating occupancy manually using the sum of Talk Time plus After Call Work (ACW) divided by Total Login Time, the result is consistently around 54%.
- This variance is significant for our capacity planning models. The discrepancy appears to be most pronounced during peak hours where the volume of digital interactions exceeds 150 concurrent sessions.
- The environment is Genesys Cloud EU-West (BYOC). We are utilizing the standard Performance Dashboard reports without any custom API integrations or third-party BI tools for this specific analysis.
- The flow configuration involves a standard IVR routing to a digital queue with a wrap-up code requirement of 30 seconds. No complex scripting or dynamic routing is active during the tested intervals.
- We have verified that all agents are properly tagged and that their status transitions (Available, Busy, Wrap-up) are logging correctly in the Activity Log.
- The question is whether the dashboard calculation includes idle time within the interaction window or if it accounts for parallel digital conversations differently than the simple formula suggests.
- Previous posts regarding Web Widget latency suggested that backend processing delays might affect timestamp accuracy, but this seems to be a calculation logic issue rather than a latency problem.
- Any insight into the exact formula used for Digital Occupancy in the Performance view would be appreciated. We need to ensure our reporting to stakeholders is accurate and defensible.
- Please note that we do not have access to raw database queries, so reliance on documented metric definitions is necessary.