Is it possible to map WFM shrinkage categories to Architect flow segments

Genesys Cloud WFM
1
  • Is it possible to map specific WFM shrinkage categories (e.g., training, meetings) directly to Architect flow segments for granular reporting?
  • Current Performance dashboard views aggregate these as generic ‘not available’ time, obscuring root causes of queue delays.
  • Seeking a method to correlate WFM calendar data with conversation detail views without custom API integrations.
2

If I remember correctly, direct mapping isn’t supported natively. You need to push WFM shrinkage codes to ServiceNow via Data Actions, then enrich Architect segments using custom attributes. Check https://support.example.com/wfm-architect-mapping for the payload structure.