Anyone free to help troubleshoot this discrepancy between WFM and Real-Time dashboards.
Background
Organization is on EU-West BYOC. WFM reporting module uses different logic for agent occupancy compared to Genesys Cloud.
Issue
Occupancy calculated as 62% in WFM, but 78% in Real-Time Dashboard. The variance impacts our service level calculations significantly.
Troubleshooting
Checked agent status logs; no obvious gaps. Are there known calculation differences for BYOC instances in this region regarding wrap-up time inclusion?