Is it possible to trigger a specific script path based on real-time WFM schedule adherence data? We are trying to ensure agents who are technically ‘Available’ but have a high adherence gap are prompted to log a break before taking the next call.
Currently, we are using the /api/v2/wfm/schedules/{scheduleId}/adhoc endpoint to check for manual overrides, but this does not reflect the calculated adherence score from the weekly publish. We need a way to pass the adherence percentage or a boolean flag indicating ‘at risk of violation’ into the Architect flow that initiates the Agent Scripting session.
We are on Genesys Cloud release 2024-05. The goal is to reduce post-shift compliance reviews by catching these issues during the call wrap-up or pre-call phase. Does the WFM context object expose adherence metrics that can be consumed by a Data Action or a standard variable assignment in Architect? If not, is there a recommended webhook pattern to push this state to a custom attribute on the user object before the script triggers?
The best way to fix this is to recognize that Architect flows do not natively support real-time WFM adherence data injection. The platform separates contact center orchestration from workforce management metrics for security and performance reasons. While the suggestion above mentions using the WFM API, direct API calls from within a flow are not supported for dynamic decision-making on adherence scores. Instead, consider a workaround using a custom attribute or a web service integration if your organization has a middleware layer. You could set up a scheduled job that periodically pulls adherence data via the WFM API and updates a custom attribute on the agent profile. Then, in Architect, use a “Get Agent Details” block to retrieve this attribute. However, this introduces latency and may not reflect real-time status. For immediate needs, focus on queue configuration and agent skills rather than adherence-driven scripting. Ensure agents are properly configured with breaks and availability statuses in WFM, and use the Performance Dashboard to monitor adherence gaps. If strict adherence enforcement is critical, engage with your WFM team to adjust scheduling rules or implement automated break prompts through WFM tools rather than Architect. This approach aligns better with platform capabilities and reduces complexity. Remember, Architect is designed for contact handling, not workforce compliance enforcement. Rely on dedicated WFM features for adherence management.
This looks like an attempt to bypass the platform’s intentional separation of WFM and Architect. Do not try to poll the WFM API from within a flow; it will throttle your analytics requests just like my BYOC trunk metrics do. Use a scheduled Data Action to sync adherence scores to a custom attribute instead.