What’s the best way to interpret the discrepancy between the WFM forecasted handle time and the actual Performance Dashboard metrics for the EU-FR region? The variance exceeds 15% during peak hours, impacting our staffing model accuracy.
Thank you.
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The main issue here is likely that the forecast model hasn’t fully ingested the localized shrinkage factors for the EU-FR region.
"shrinkage": { "contracted": 0.15, "personal": 0.05, "training": 0.02 }
Verify those percentages match your actual historical data in the schedule settings.
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Check your ServiceNow inbound action configuration for the WFM data sync.
The timestamp handling in the webhook payload often causes misalignment with EU-FR timezone offsets. Ensure the x-genesys-timestamp header matches the local server time.
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