My current config is completely failing. The Schedule Adherence metric in the Performance dashboard shows 98% compliance for the EU-West tenant, while the WFM export reports 85% for the identical shift block.
The discrepancy appears only during peak hours between 09:00 and 11:00 CET. Agent status changes in Architect flows are logged correctly, yet the dashboard ignores the buffer time settings defined in the WFM integration.
Environment details: Genesys Cloud EU-West region, Architect version 2023.4. No custom API calls are utilized for this view. The data source is set to the default Performance view.
Can anyone explain the calculation logic difference between the dashboard adherence view and the WFM compliance report? The business requires a single source of truth for SLA reporting.