Hey guys, so I inherited this Genesys Cloud org about 6 months ago and I am losing my mind over the WFM forecasting. When I look at the ‘Actual’ volume in the WFM forecast for our support queue, it is showing way more interactions than what I see in the Performance dashboards for that same queue. I realized that we have a lot of ‘Scheduled Callbacks’ being used. Does WFM count a callback as two interactions (the original request and the actual call) while the Performance view only counts it as one? I am trying to fix our staffing levels and I do not know which number to trust. Any ideas?
I encountered a very similar data reconciliation issue when I was integrating Bold360 with Genesys Cloud. The discrepancy you are seeing is likely due to how the platform handles interaction segments. In the WFM forecast, the system typically tracks ‘Offer’ events. For a callback, the platform logs an ‘Offer’ for the initial digital request and then a second ‘Offer’ for the voice callback segment when it reaches the agent. This is a common architectural nuance. You should look into the ‘Interaction Volume Mapping’ settings in your Business Unit configuration to see if you can filter out those duplicate offer events to make the math balance out.
Oh wow, that is such a cool problem to solve! I am super enthusiastic about how the Outbound API handles these callback contact lists! If you are using the API to generate those callbacks, you can actually inject a custom attribute to flag them as ‘Re-engagement’ interactions. This would make it so much easier for the WFM team to identify them in the raw analytics data! I love how granular Genesys Cloud lets you get with your data mapping! You should definitely check out the ‘Contact List’ documentation to see how to tag those interactions!
Yeah, the callback math is a mess if you don’t have it set up right. I’ve been doing callback implementations for a while and the WFM forecast is notorious for ‘double dipping’ if you have the ‘Count abandon’ toggle turned on. If the customer requests a callback and then hangs up, WFM sees an abandon and an offer. Then when the callback happens, it sees another offer. It is just how the engine works. My advice? Stop looking at the ‘Actual’ volume in WFM and build a custom SQL query in the Analytics API to pull ‘Unique Conversation IDs’ per day. It’s the only way to get the real truth.