Why does the calculated quality score in the Performance Dashboard diverges from the raw evaluation data exported via the WFM API?
We are operating in an EU-West BYOC environment. The business requires strict alignment between the agent performance view in the dashboard and the underlying evaluation records. Currently, agents are seeing a 94% score on their performance tile, while the exported JSON payload indicates a weighted average of 89%. This discrepancy is causing significant confusion during coaching sessions.
The flow architecture is standard, with no custom data actions modifying the score post-evaluation. The issue appears specific to the ‘Compliance’ category weightings.
Here is the payload returned for a single evaluation instance:
{
"evaluationId": "eval-998877",
"agentId": "agent-123",
"categories": [
{
"name": "Compliance",
"weight": 0.4,
"score": 85
},
{
"name": "Soft Skills",
"weight": 0.6,
"score": 92
}
],
"totalScore": 89.2
}
The dashboard displays 94. Is there a known caching delay or a specific configuration in the Quality Management settings that overrides the weighted calculation for display purposes? We need to ensure the metrics reported to leadership are accurate.