WEM Adherence - Presence mismatch in Real-Time view

Genesys Cloud WFM
1

We’re on Genesys Cloud. The WEM Real-Time Adherence view is showing agents as “Out of Adherence” even when they’re in the correct state. It’s a mess for the SERVICE_LEVEL metrics.

The logic should be:
IF Agent_State == SCHEDULED_STATE THEN Adherence = TRUE

But the system is flagging them. I checked the presence using GET /api/v2/users/{userId}/presences/purecloud and the API returns the correct status, but the WEM view doesn’t match. This is happening on v2 API calls and the latest UI.

2

this happens sometimes when the presence definition isn’t mapped correctly to the WFM activity. if the API says they’re in the right state but WEM disagrees, check your presence definitions.

try pulling the specific definition details to see if there’s a mismatch:
GET /api/v2/presence/definitions/{definitionId}

ymmv but usually it’s just a mapping quirk in the background.

1 Like
3

The mismatch usually stems from a race condition between the presence update and the WFM engine’s polling cycle, similar to how we see event lag in our Segment CDP integration. A hacky workaround for a quick win is to force a presence refresh via the API to trigger a state re-eval.

curl -X PATCH "https://api.mypurecloud.com/api/v2/users/{userId}/presences/purecloud" \
-H "Content-Type: application/json" \
-d '{"presenceDefinition": {"id": "your-definition-id"}}'
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