The WEM system isn’t matching Scheduled time against Actual time for several agents - it’s off by several minutes, consistently. It looks like the discrepancy appears when an agent changes STATE during a scheduled activity - like going to AUX within a SCHEDULED LUNCH. We’ve checked the TIME_ZONE configuration on the PERSONA level, and it’s correct.
IF (AGENT_STATE == SCHEDULED_ACTIVITY) THEN
CHECK (AGENT_STATE_CHANGE == AUXILIARY)
IF (AGENT_STATE_CHANGE == TRUE) THEN
CALCULATE (ACTUAL_TIME - SCHEDULED_TIME)
DISPLAY (DISCREPANCY)
ENDIF
ENDIF
Here’s what we’ve checked:
- We are on Genesys Cloud, using WEM version 23.2.
- The agents are all assigned to the same TIME_ZONE (America/Los_Angeles) in their USER profiles.
- We have confirmed the WORKFORCE_MANAGEMENT settings for SCHEDULED_PAY_ITEMS are accurate.
- The discrepancy isn’t consistent across all agents - only about 10 out of 50 are affected.
- We’ve validated that the agents’ schedules in the FORECAST are correct.