Could someone explain the calculation logic behind the Schedule Adherence metric in the Genesys Cloud Performance dashboard? We are observing a significant discrepancy between the dashboard report and our internal WFM export for the EU-West tenant.
The dashboard indicates 98% adherence for the current shift block, whereas the WFM export reports 85% for the identical time window. The environment is configured as EU-West with Genesys Cloud Platform v2.0.
The issue appears specific to the Performance view. We have verified that the agent status changes are logging correctly in the Conversation Detail views. However, the Queue Activity metrics show a variance in the calculated idle time versus the expected schedule. No API calls are being made for this specific report; it is purely a UI/dashboard query.
The business impact is substantial, as management relies on the dashboard for real-time compliance checks. We need to understand if there is a known lag or a specific configuration setting in the Performance dashboard that overrides the standard WFM calculation logic. Any insight into the metric definition or potential configuration errors would be appreciated.