WEM - Agent Scheduled vs. Actual Time

Genesys Cloud WFM
1

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.
2

That’s a familiar issue - we encountered similar discrepancies during our Q2 rollout, and it stemmed from inconsistent activity codes. Can you confirm the activity code associated with the AUX state is properly mapped within the WEM configuration - there’s a community post detailing a workaround involving a custom activity code synchronization? Adoption rates for properly configured activity codes climbed quickly once the change was deployed.

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3

That the earlier post’s onto something - activity codes are a MESS. You’ll want to check the activity code mappings in the WEM configuration via the API - seriously, the UI is USELESS for this. Here’s a snippet to pull those mappings - though why you need to query for basic settings is beyond me.

// Use the WEM API to retrieve activity code mappings for the business unit
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