Just noticed that the WFM Schedule Adherence report is failing to load for the current week’s data. This is causing a major bottleneck since we are in the middle of our weekly schedule publication and need to verify shift swap approvals against actual adherence metrics. The issue seems specific to the America/Chicago timezone data pull.
- Log into the Genesys Cloud PureCloud UI (version 2024.5).
- Navigate to the Analytics > Workforce Management > Schedule Adherence tab.
- Set the date range to the current Monday-Friday (America/Chicago).
- Select the ‘All Agents’ group for the initial view.
- Click ‘Apply Filters’.
The interface spins indefinitely for approximately 45 seconds before returning a generic ‘502 Bad Gateway’ error in the browser console. The network tab shows a timeout on the GET /api/v2/analytics/wfm/schedules/adherence endpoint. Interestingly, if I narrow the scope to a specific team of 10 agents, the report loads successfully in under 3 seconds. This suggests a pagination or data volume issue rather than a total outage. We have approximately 150 agents in the primary group, with about 40 pending shift swaps that are currently in an ‘Approved’ state but not yet reflected in the final schedule view.
Is there a known limitation on the number of concurrent shift swap records that can be processed in a single adherence query? We are trying to determine if we need to segment our reporting further or if this is a backend processing delay due to the high volume of shift trade activities this week. The error does not occur on the previous week’s data, which had significantly fewer active swap requests. Any insights on optimizing this query or a workaround to get the full group adherence data would be greatly appreciated. We are under pressure to close out the weekly schedule by Friday EOD Chicago time.