So I’m seeing a very odd bug with the Workforce Management adherence reports in our EU-FR environment. The scheduled adherence view is showing a significant gap between planned and actual intervals for agents on the primary support queue, despite the shift history indicating full compliance.
We have verified that the shift templates are correctly assigned and that no overrides were applied during the reporting period. The issue appears to be isolated to the ‘Adherence %’ metric, which is calculating values below 90% when the agent state history shows they were in ‘Ready’ or ‘On Call’ states for the entire duration.
According to the Genesys Docs, the calculation should align with the state history logs. However, the detailed agent view shows discrepancies in the timestamp alignment, similar to issues seen with BYOC trunk logging.
Is there a known issue with the WFM data sync in the European data centers? We need to understand if this is a configuration error in the shift templates or a platform-level calculation defect. Any insights into how the adherence engine processes state transitions would be appreciated.
I typically get around this by checking the timezone offsets in the reporting api call. eu-fr often has daylight saving quirks that mess up the adherence window calculation. ensure your query uses utc explicitly to avoid the drift.
The main issue here is that the adherence calculation relies on precise timestamp alignment between the shift schedule and the actual login/logout events, which often fails when local timezone logic is applied instead of strict UTC. The suggestion above regarding UTC is correct, but it misses the critical aspect of how the Recording API and bulk export jobs handle metadata for legal compliance in the EU-FR region. When exporting adherence data for audit trails, the system often applies a post-processing layer that rounds timestamps to the nearest minute or hour, depending on the precision parameter in the export job configuration.
For digital channels, this rounding can create significant gaps in the adherence percentage if the start and end times of an interval fall on different rounding boundaries. To fix this, ensure your bulk export job includes the include_raw_timestamps flag set to true. This bypasses the standard rounding logic and provides the exact milliseconds required for accurate adherence calculation. Additionally, verify that the privacy_compliance_enabled flag is not interfering with the timestamp metadata. In the EU-FR environment, this flag can sometimes strip out auxiliary timing data required for the adherence engine to reconcile the shift history.
Here is the recommended configuration for the bulk export job via the Recording API:
{
"job_name": "adherence_export_eu_fr",
"start_time": "2023-10-01T00:00:00Z",
"end_time": "2023-10-02T00:00:00Z",
"include_raw_timestamps": true,
"metadata_filters": {
"queue_id": "primary_support_queue",
"timezone": "UTC"
}
}
This ensures that the chain of custody for the audit trail remains intact while providing the granular data needed to resolve the discrepancy. Always check the audit logs for any 429 rate limiting errors during the export, as these can cause partial data retrieval, leading to false adherence gaps.