I can’t seem to figure out why the WFM engine is ignoring the updated shift boundaries when calculating schedule adherence for agents on digital messaging queues. We have a specific group of support agents in our Chicago instance who frequently use the self-service portal to trade shifts. The swap approvals are processing correctly in the UI, and the new start/end times reflect accurately in the published schedule view. However, the adherence reports generated the following morning still reference the original shift times, resulting in false adherence violations.
This issue seems isolated to agents assigned to digital messaging queues rather than voice channels. The voice agents show correct adherence post-swap, but the digital agents do not. We are currently running:
- Genesys Cloud release: 23.10
- WFM Module: v2.4.1
- Integration: Custom webhook pushing schedule data to ServiceNow
- Timezone: America/Chicago
The error manifests as a 100% adherence score for the original shift and a missing entry for the swapped shift in the detailed adherence breakdown. Has anyone encountered this specific behavior with digital channel adherence calculations? We need a reliable way to ensure the WFM engine recalculates adherence based on the approved swap data.