Just noticed that the Quality Management scorecard distribution metrics in the EU-West environment are not aligning with the Workforce Management (WFM) forecast data for the current quarter. The WFM module indicates a projected 15% increase in inbound call volume for the Sales queue, which should logically trigger a proportional increase in required quality audits based on our configured sampling rules. However, the Quality Management dashboard continues to display static audit targets, ignoring the updated forecast parameters.
The discrepancy is visible in the “Audit Targets” view within the Quality module. The system shows a flat target of 200 audits per week, whereas the WFM forecast suggests a need for approximately 230 audits to maintain statistical validity. There are no error codes displayed in the UI, but the data synchronization appears to be failing between the WFM engine and the Quality Management reporting layer. This issue persists across all queues utilizing the standard forecasting model in the EU-West region.
The Architect flows handling the call routing are functioning correctly, and the call volume data is accurately captured in the Telephony dashboard. The problem seems isolated to the integration point between WFM forecasts and Quality audit planning. We have verified that the user permissions for the Quality Management administrators include full access to WFM data, yet the dashboard does not refresh the audit targets after the WFM schedule update.
Is there a known delay or specific configuration requirement for WFM forecast data to propagate to the Quality Management module? We need to ensure our audit targets are dynamic and responsive to volume changes to maintain compliance standards. Any insights into the data flow between these two modules or steps to force a manual synchronization would be appreciated. The current static targets are causing resource misallocation in the quality team.
Thank you for your assistance.