Trying to make sense of why the ‘Schedule Adherence’ metric in WFM shows a 15% gap despite Architect flows confirming session end.
The flow configuration is standard:
interaction:
state: completed
disposition: normal_completion
timestamp: "2023-10-27T14:30:00Z"
The dashboard indicates the agent was still ‘On Call’ until 14:35. Is there a latency in the event bus propagation to the WFM engine, or does the adherence engine require a specific disposition code to close the interval?