Hi all,
So we’ve got a bit of a mess with the Real-Time Adherence data coming from the WEM API. It’s showing agents as logged out when they’re clearly logged in - like, actively handling calls logged out. It’s causing havoc with our client reporting. Honestly, the API design for this is… questionable, but that’s another battle.
I’m pulling data from the /api/v2/workforce-management/adherence/realtime endpoint, specifically trying to get the current status of agents in a particular TEAM. We’re on Genesys Cloud release 23.1.1.123, and using the Python SDK version 6.2.0. It’s not intermittent, it’s consistent - the data is consistently wrong for about 20% of our agents. The rest appear accurate.
The strangest part? The AGENT_STATE field returns “LOGGED_OUT” even when the agent is showing as “Available” in the Agent Desktop and the WEM Adherence view in the web UI. I’ve checked the TEAM’s configuration in ADMIN - the SCHEDULED_READY_STATE is set to “Available” as it should be. I’ve also verified that the agents aren’t on any manually assigned offline states.
Here’s a snippet of the response we’re getting:
{
"agentId": "123e4567-e89b-12d3-a456-426614174000",
"agentState": "LOGGED_OUT",
"activityCodeId": "123e4567-e89b-12d3-a456-426614174001",
"activityCodeName": "Not Ready",
"scheduledReadyDurationSeconds": 0
}
I’m suspecting a caching issue somewhere, or some weird propagation delay, but I can’t find anything in the documentation about how often the API data is refreshed. I’ve tried increasing the request frequency, but that just makes the problem happen more often, it doesn’t fix it. It just feels like a poorly designed endpoint that isn’t actually reflecting the real-time status. It’s the WEM data, for crying out loud - it should be accurate.