Just noticed that our digital messaging agents are showing 100% adherence in the WFM dashboard despite significant idle times reported by supervisors. The disconnect seems to stem from how the platform interprets ‘Available’ status in the chat application versus the WFM system.
Environment details:
- Genesys Cloud CX, US East
- WFM API v2
- America/Chicago timezone
Is there a specific configuration in the digital skills or routing that needs to sync with the WFM state machine to ensure accurate adherence reporting?