Need some help troubleshooting
The performance dashboard shows null values for real-time adherence when agents use the v2 softphone within custom Architect flows. The flow uses standard get_agent blocks, yet the WFM module reports no data for these sessions.
Any insights on resolving this metric discrepancy?
The docs actually state that standard get_agent blocks do not automatically propagate WFM state to the v2 softphone unless explicit context is passed. The v2 softphone requires specific adherence events to be emitted via the set_adherence action within the flow. Without this, the WFM module sees the agent as “available” but lacks the granular session data required for real-time metrics.
Ensure your Architect flow includes a set_adherence block immediately after the agent login, passing the correct state_code and reason_code. This triggers the necessary webhooks to ServiceNow or the WFM engine. Be careful to map the reason codes exactly to your WFM configuration, as a mismatch results in null values even if the flow executes successfully.
Also, check the device binding. While KB-9921 covers basic binding, the v2 softphone often requires the genesys-cloud-device-id to be explicitly set in the session context. If this ID is missing, the WFM engine cannot correlate the voice session with the agent’s schedule. Verify the session logs to ensure the device ID is present in the initial handshake.