Hey everyone, I’ve run into a really strange issue with Predictive Routing scoring anomalies during our peak Chicago shift. When schedule adherence hits 95%, PR scores for high-proficiency agents drop to zero.
Context:
Environment: Genesys Cloud WFM integration, latest version
Issue: PR scores vanish during 9 AM CT lunch rush
Adherence: 95%+
Question:
Is there a known conflict between strict WFM adherence metrics and PR algorithm calculations? Need to resolve this before next week’s publish.
I usually solve this by decoupling the adherence feed from the routing logic. High adherence often triggers a false “busy” state in the WFM sync. Check if your ServiceNow Data Action is sending a conflicting status payload during those windows. Try adding a 5-second delay in the webhook retry logic to allow the PR engine to reconcile the state before the next tick. The docs suggest the algorithm penalizes agents who appear unavailable due to sync lag.