Just noticed that there is a significant divergence in how occupancy is being calculated across our reporting modules. The organization is currently operating within the EU-West BYOC environment, and the objective is to align the Real-Time Performance dashboard with the Workforce Management (WFM) reporting standards.
Specifically, agent occupancy is registering at 62% in the WFM historical reports, yet the Real-Time Performance dashboard displays a figure of 78% for the exact same time window and agent group. This discrepancy is causing considerable confusion among team leads who are attempting to reconcile live performance data with end-of-day WFM forecasts.
The environment details are as follows:
- Region: EU-West (Frankfurt)
- Deployment: BYOC (Bring Your Own Cloud)
- Architecture: Standard IVR with Agent Scripting tasks enabled
- Dashboard Version: Latest Genesys Cloud Performance View
It is understood that WFM utilizes a specific calculation logic for agent occupancy that may differ from the real-time metrics. However, a variance of this magnitude suggests a potential misalignment in how ‘available’ or ‘after-call work’ states are being interpreted by the two systems. The Architect flows have been recently updated to include explicit timeout handling for Agent Scripting tasks, which was intended to prevent artificial inflation of occupancy metrics.
Is there a configuration setting within the Performance dashboard that allows for the WFM occupancy calculation logic to be applied to real-time views? Alternatively, are there known limitations in the BYOC environment that affect the synchronization of these metrics? Any insights into the specific calculation differences between these two modules would be greatly appreciated, as the current inconsistency is impacting operational decision-making and resource allocation strategies.