Hi all, we’re running into a really frustrating issue with WEM adherence and scheduled paid time after agents complete shift trades. It seems that when an agent trades into a shift that includes a scheduled 15-minute paid break, the break isn’t correctly recognized as paid time in the WEM reports. The adherence state shows them in a ‘Non-Paid Time’ status during that break period, which is throwing off our real-time and historical adherence metrics significantly. We’ve confirmed the shift schedule in Genesys Cloud accurately reflects the paid break - it’s visible in the agent’s schedule and the schedule calendar. Small thing, but it’s impacting our SLA reporting pretty badly.
I’m curious if anyone else has encountered this, and if so, what the resolution was. We’re on Genesys Cloud, obviously, and this is happening across multiple agents and management units. We’ve validated that the break configuration is set to “Paid” at the activity code level. One gotcha we’ve noticed is that if the agent requests the shift trade, it works fine, but if the trade is initiated by a supervisor, the paid time is lost. Is there some interaction between the shift trade functionality and how WEM processes scheduled paid time that we’re missing? I’m wondering if it’s a caching issue or something with the trade reconciliation process. Maybe it’s something about the permission structure, but I haven’t been able to nail it down.