Looking for advice on the following configuration issue regarding Workforce Management metrics:
The Performance dashboard reports a 4% adherence gap for a specific queue, yet the WFM scheduler confirms full coverage. This discrepancy impacts our service level reporting.
- Genesys Cloud Release: 2024-04
- Metric: Agent Adherence (Scheduled)
- Queue: Primary Sales Support
- Timezone: Europe/Paris
Has anyone isolated this variance?