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jennynovak
Newcomer
Oct 29, 2025 5:28 PM UTC
Question

Occupancy %

Hello,

 

We have agent sub status codes setup and I see that these codes are reported as Not Ready and impact our occupancy %. I am wondering if there is a way to customize the report to include/exclude certain sub status codes.

 

Thank you,

1 reply

Arps
Community Champion | Employee
Arps
Community Champion | Employee
Nov 7, 2025 4:43 PM UTC

Hello!

 

So if you're in not ready, even with a sub status code, you're not taking contact center engagements, so that would lower your occupancy.   What are the sub states you've got setup?  Are you expecting them to count as occupied, or just excluded from the calculation entirely?

 

Thank you!

Rick

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