Hi all, we’re seeing some odd behavior with WEM adherence following approved split shift trades - it’s showing agents as logged out during the split, even though they’re scheduled as available. It’s impacting our real-time adherence metrics, and the team is understandably concerned about accurate reporting.
Specifically, an agent approved a trade from a 9-5 to a 9-12 and 1-5, and for the 12-1 block, WEM is reporting them as ‘Not Logged In’ rather than ‘Available’, even though the schedule shows correctly published availability. Is anyone else encountering this, and if so, what did you find was the root cause?
The error appears in the adherence export, and the data looks like this:
"agentState":"NOT_LOGGED_IN"
"scheduledReadyTime":1678886400000
"scheduledEndTime":1678890000000
"actualStartTime":null
"actualEndTime":null
I’m wondering if it’s a caching issue on the WEM side, or if there’s something about the split shift trade process that isn’t fully propagating to the adherence engine - maybe it’s related to how the system handles multiple scheduled instances for a single agent? I’ve already verified the agent’s user profile doesn’t have any unusual restrictions, and the management unit settings seem standard. I can grab a screenshot of the schedule if that helps clarify what the agent is scheduled to be doing.