I can’t seem to figure out why the Schedule Adherence percentage in the Performance dashboard diverges from the WFM module reports. The dashboard shows 92% adherence for the Support-Team-Alpha queue, while WFM indicates 88%. This occurs during the 14:00-15:00 CET shift window. Are there specific handling time exclusions applied to the dashboard view that differ from WFM calculations? Using Genesys Cloud v2023.2.
TL;DR: The discrepancy stems from timezone handling in the Performance dashboard versus WFM’s local shift definitions. Ensure both views use UTC for API queries and align shift start/end times.
If I remember correctly, the Performance dashboard aggregates metrics based on UTC timestamps by default, whereas WFM reports often respect the local timezone configured for the specific schedule or user group. For the 14:00-15:00 CET window, this translates to 13:00-14:00 UTC. If the dashboard is querying a slightly different window or applying a rounding logic to handling times that WFM excludes, the adherence percentage will diverge.
To verify, pull the raw adherence data via the API for that specific queue and time window. Use the /api/v2/analytics/wfm/queues/{queueId}/adherence endpoint. Compare the interval_start and interval_end fields in the JSON response against the WFM shift definition.
{
"interval_start": "2023-10-25T13:00:00.000Z",
"interval_end": "2023-10-25T14:00:00.000Z",
"adherence_score": 0.88
}
If the API returns 0.88, the issue is purely a dashboard display or timezone conversion error in the UI. A common fix is to adjust the dashboard’s timezone setting to match the WFM schedule’s local time. Additionally, check if any wrap-up codes are excluded from adherence calculations in the dashboard but included in WFM. This often happens when custom metrics are not synced across modules. Reviewing the metric definitions in Admin > Analytics > Metrics can reveal these exclusions. Aligning the calculation logic there should resolve the mismatch.
You need to verify the timezone alignment between your WFM schedule definitions and the Performance dashboard metrics. The discrepancy likely stems from how shift boundaries are calculated across timezones. Check this guide for configuration steps: https://support.genesys.cloud/wfm-timezone-alignment