Looking for advice on reconciling the divergence between automated Quality evaluation scores and the WFM forecasted adherence metrics. The Quality Manager evaluation score for Agent ID AG-8842 diverges from the WFM forecasted adherence metric by approximately 15% during the 09:00-12:00 CET window. The Architect flow is configured to trigger a post-call evaluation based on specific disposition codes, yet the resulting score appears to be calculated differently in the Performance dashboard compared to the WFM module. This inconsistency complicates our ability to generate accurate performance reports for the Tier 2 support queue.
The environment is running Genesys Cloud version 2024-09, and the Quality evaluation form utilizes standard weighted questions. No custom API integrations are involved in the scoring logic, relying entirely on the native platform capabilities. The issue persists across multiple agents within the same queue, suggesting a systemic configuration error rather than an isolated agent behavior. Is there a known latency or calculation offset between the Quality module and WFM when processing architect-triggered evaluations? Clarification on the data synchronization process would be appreciated.