I’m curious as to why the Performance dashboard shows 100% adherence for digital agents despite the WFM scheduler reporting idle time? The queue activity view indicates zero conversations handled during the scheduled interval, yet the metric does not reflect this gap.
{
"queue_id": "9f8e7d6c-5b4a-3210-fedc-ba9876543210",
"metric": "adherence",
"timestamp": "2023-10-27T14:00:00Z",
"status": "scheduled_active"
}
Make sure you verify the cache_ttl setting within your digital_channel_config. The digital adherence engine handles state caching differently than the voice module, which often leads to this specific discrepancy. In many BYOC environments, the cache retains the last known active state for a longer duration than the WFM scheduler expects, causing the dashboard to report 100% adherence even when no interactions are occurring.
You can force a refresh by adjusting the TTL or triggering a manual sync via the WFM API. Here is the endpoint to check the current configuration:
GET /api/v2/wfm/schedules/config/{scheduleGroupId}
Look for the digital_adherence_cache_ttl parameter. If it is set higher than 300 seconds, reduce it to align with your voice configuration. This usually resolves the lag after the first cache invalidation cycle. Also, ensure your ServiceNow Data Actions are not interfering with the status updates if you are using automated ticket creation for compliance checks.