Trying to understand the calculation methodology for the Occupancy metric within the Workforce Engagement module for our EU-West BYOC environment. The current configuration defines occupancy as Talk Time divided by (Talk Time + Wrap Up Time). However, the Performance Dashboard is displaying occupancy values exceeding 100% for several high-volume queues during peak hours in the CET timezone.
The Agent Performance view indicates normal wrap-up durations, yet the aggregated queue metrics suggest an anomaly in how idle time or after-call work is being factored into the denominator. Reference documentation Genesys Docs states that occupancy should theoretically cap at 100%, but the observed data contradicts this expectation.
Is there a specific configuration setting in the WFM integration that might be causing this variance, or is this a known limitation with the BYOC reporting latency? The issue persists across multiple agents, suggesting a systemic calculation error rather than individual agent behavior. Any clarification on the underlying metric logic would be appreciated.