Is it possible to configure a custom report in Genesys Cloud that specifically isolates shift swap activity against schedule adherence metrics for the previous week? We are currently running version 2024.1 and rely heavily on the WFM module to manage our weekly publish cycle, which kicks off every Friday at 16:30 CST. The challenge arises when agents execute shifts swaps via the self-service portal after the schedule has been published but before the adherence window closes. The standard Adherence Report seems to flatten these events, showing the agent as absent from their original shift without clearly linking the approved swap to the new coverage. This creates a gap in our visibility, making it hard to validate that the swap actually improved overall team adherence or if it just masked a staffing gap. We need a granular view that ties the swap transaction ID from the audit log directly to the adherence state changes in the reporting engine.
I have attempted to build a custom SQL query using the Analytics API endpoint /api/v2/analytics/reporting/interval, filtering by type: wfm and metric: adherence. However, the response payload does not include a field for swap_transaction_id or a clear reference to the originating shift change request. The details array only provides generic state transitions like scheduled to absent and then on_call, without the contextual metadata needed to prove the swap was authorized and executed correctly. Has anyone successfully mapped these WFM swap events to adherence reporting using a custom data source or a specific filter combination? We are trying to automate this reconciliation process so we do not have to manually cross-reference the audit logs with the adherence reports every Monday morning. Any insights on whether the API supports this level of detail or if we need to build a separate integration to bridge this data gap would be greatly appreciated.