Digital Channel Adherence Calculation for Shift Swaps

General Discussion
1

Quick question about how the WFM engine handles schedule adherence for agents on digital messaging queues after a shift swap is approved. The system seems to ignore the new shift boundaries when calculating adherence scores.

We are seeing agents marked as non-compliant for 15-minute gaps, even though the swap was validated via the /api/v2/wfm/schedules endpoint in the Chicago environment. The overlap logic appears broken.

Is there a known configuration fix for this in v2024.2, or do we need to manually override the adherence rules for swapped shifts?

2

Have you tried verifying the payload structure sent during the swap approval? The engine often rejects updates if the coverageGroupId is missing or mismatched. Ensure the request includes the correct target group to align adherence windows.

{
 "coverageGroupId": "your-group-id",
 "status": "APPROVED"
}