Is it possible to correlate specific Workforce Management shift classifications with real-time queue performance data within the Performance dashboard? The standard views lack granularity for our EU compliance reporting requirements. We require a method to segment agent efficiency by shift type without manual CSV exports.
- Verified that custom attributes are correctly tagged in the WFM scheduling module.
- Attempted to filter Architect flow variables based on shift metadata, but the data does not persist to the performance views.
This is actually a known issue. Direct mapping between WFM and Architect is not supported natively. For compliance reporting, use the Bulk Export API to pull recording metadata. Ensure S3 bucket policies allow large objects. Check if KMS encryption context is preserved in the manifest JSON to maintain chain of custody.
The quickest way to solve this is…
- Add a custom attribute to the WFM shift template.
- Map this attribute to an Architect variable via the
User object in the flow.
- Use this variable in your dashboard filters.
This works for load testing scenarios too. Just ensure the API calls don’t hit rate limits when updating these variables at scale.