Can anyone clarify the data synchronization logic between the Genesys Cloud Performance dashboard and the Workforce Management (WFM) export reports? We are encountering a significant discrepancy in how wrap-up codes are categorized and reported within the EU-West tenant.
The Performance dashboard shows a 92% compliance rate for mandatory wrap-up code entry across our Paris support queues. This metric is derived from the Agent Performance view, which indicates that agents are consistently selecting valid codes before terminating interactions.
However, the corresponding WFM adherence report generated for the same 24-hour period flags a 15% violation rate for ‘Missing Wrap-Up’. The export explicitly lists agents as non-compliant, citing null values in the interaction metadata.
We have verified that the Architect flows handling these calls do not force a specific wrap-up code. The flow simply transfers the call to a queue where agents are expected to select a code from the standard list defined in Admin > Interaction > Wrap-up codes.
There is no custom scripting involved in the termination logic. The issue appears isolated to the reporting layer rather than the flow execution itself. The latency between the edge cluster and the analytics service is within acceptable parameters, averaging less than 50ms.
We need to understand which data source holds the authoritative state for compliance reporting. If the Performance dashboard is accurate, the WFM export is generating false positives. If the WFM export is correct, the dashboard is masking critical compliance gaps.
This inconsistency is causing friction with our operational leadership team, who rely on the Performance dashboard for real-time monitoring but use WFM exports for payroll and quality assurance audits.
Are there known delays or caching mechanisms that could cause this mismatch? We have tried clearing browser caches and refreshing the data views, but the discrepancy persists across multiple reporting cycles.
Any insight into the underlying calculation logic or potential configuration errors in the WFM integration would be appreciated. We are operating on Genesys Cloud version 2023.3.0.