WFM Adherence Gap in EU1 Performance View

Just noticed that agent adherence metrics in the Performance dashboard diverge from the Workforce Management module.

Background

EU1 environment. Monitoring shift adherence via Architect flows.

Issue

Dashboard reports 92% adherence. WFM shows 78%. This 14% variance impacts service level calculations.

Troubleshooting

Verified time zone settings. Checked for shift swap approvals. No API errors logged. Seeking clarification on metric synchronization logic.

It depends, but generally…

Cause:
Performance dashboard calculates adherence based on real-time state changes, whereas WFM uses scheduled intervals. This lag creates variance.

Solution:
Align reporting windows. Use the /api/v2/analytics/wfm/agents endpoint for consistent historical data. Avoid mixing live state with scheduled WFM reports.