My current config is completely failing as expected regarding the alignment of Workforce Management forecast data with actual agent performance metrics in the Performance Dashboard.
We are operating within the EU-West BYOC environment. The issue manifests specifically when analyzing queue activity for high-volume transactional queues. The “Forecasted Volume” metric displayed in the WFM summary view diverges significantly from the “Actual Offered” count in the standard Performance Dashboard for the same time window. This discrepancy creates confusion for leadership reviews, as the service level calculations appear inconsistent between the two views.
The Architect flow routing logic remains static during these periods, with no changes to skill requirements or distribution strategies. We utilize the standard WFM integration for scheduling and forecasting. Despite verifying that the time zone settings are correctly set to Europe/Paris across both WFM and the Performance Dashboard configurations, the data synchronization appears to lag or calculate differently.
“The Performance Dashboard aggregates real-time and historical data based on the configured time zone. WFM forecasts are calculated independently and should align with actuals once the shift concludes, provided no routing anomalies occur.”
This documentation suggests alignment should occur post-shift, yet the divergence persists even after the business day has ended. We have checked for any known issues in the current release notes for the EU-West region but found no relevant patches. The problem is consistent across multiple queues, suggesting a systemic integration or data retention issue rather than a single queue configuration error.
Can anyone clarify if there is a known delay in the WFM-to-Dashboard data sync for BYOC environments? Alternatively, is there a specific setting in the Architect flow or Dashboard configuration that forces a recalculation of historical metrics to ensure parity with WFM forecasts? We need to resolve this discrepancy to maintain accurate reporting for our service level agreements.