- Environment: Genesys Cloud EU-West (Paris)
- Role: Architect / Performance Analyst
- Module: Workforce Engagement Management (WEM)
Could someone explain the variance in forecast accuracy metrics when comparing WEM historical data against actual flow execution logs in the Performance Dashboard?
We are observing a consistent 12-15% deviation in predicted contact volume versus actual inbound calls for our primary support queue during peak hours (09:00-11:00 CET). The WEM forecast appears to account for scheduled campaigns, yet the Architect flow execution logs show a significant spike in organic traffic that is not reflected in the initial forecast baseline.
Specifically, the ‘Forecast Accuracy’ report in WEM shows a green status, but the real-time Performance Dashboard indicates agent utilization exceeding 95%, suggesting the forecast underestimated volume. Is there a known latency in WEM data ingestion for the EU-West region that causes this discrepancy, or should we be adjusting the shrinkage factors manually for these specific flow branches?
We need to understand if this is a data synchronization issue or a configuration gap in how WEM interprets flow-based routing priorities versus standard queue behavior.