Stuck on reconciling the Quality Management scores with the WFM performance dashboard metrics in the EU1 environment.
The dashboard displays a consistent 85% adherence score, yet the Quality Management module reports a 92% compliance rate for the same agent cohort during the 09:00-17:00 CET shift. This discrepancy affects our SLA calculations. The data source configuration appears identical across both modules, utilizing the standard Genesys Cloud performance views. No API integrations are involved. The issue persists despite clearing the cache and refreshing the view. Please advise on the metric definition differences between these two modules.
The dashboard displays a consistent 85% adherence score, yet the Quality Management module reports a 92% compliance rate for the same agent cohort during the 09:00-17:00 CET shift.
It depends, but generally… WFM adherence tracks schedule compliance while Quality scores reflect interaction evaluation results, so they measure fundamentally different metrics. Verify that you are not conflating schedule adherence with quality compliance in your SLA calculations, as these modules do not share the same underlying data points.
It depends, but generally… the discrepancy stems from conflating schedule adherence with quality compliance, as WFM tracks time against shift while QM evaluates interaction rubrics. Verify the metric definitions in your SLA logic rather than assuming parity between the two modules.