No idea why this is happening, the Workforce Engagement (WFM) schedule synchronization is causing a persistent lag in the Performance Dashboard metrics for our EU-West BYOC environment. The issue manifests specifically when agents are scheduled for multi-skill campaigns via complex Architect flows that utilize conditional logic based on real-time queue occupancy.
The discrepancy appears between the ‘Scheduled Availability’ reported by WFM and the ‘Actual Status’ visible in the Agent Performance view. When an agent’s status changes from ‘Available’ to ‘Not Ready’ due to a specific flow action (e.g., a forced break triggered by a high AHT threshold), the Performance Dashboard continues to reflect ‘Available’ for approximately 15-20 minutes. This delay is not observed in our US-East instance, suggesting a regional latency or caching issue within the EU-West data centers.
We have verified that the Architect flow is correctly updating the agent state via the internal API calls, and the logs confirm the state change occurs immediately. However, the dashboard query, which relies on the /api/v2/analytics/details/query endpoint for real-time aggregation, seems to be pulling from a stale cache. The interval parameter is set to PT1M to ensure minute-level granularity, yet the data remains inconsistent.
This lag severely impacts our ability to monitor real-time adherence and SLA performance, as managers cannot accurately assess the true available workforce during peak hours. We have attempted to clear the browser cache and use different network connections, but the issue persists across all user accounts.
Is there a known limitation with the WFM-to-Dashboard sync latency in EU-West BYOC environments? Are there specific cache invalidation triggers or API parameters that can be adjusted to force a more immediate update of the agent status metrics? We need to align the dashboard view with the actual agent state to ensure accurate workforce management reporting.
Thank you for your assistance.