Struggling to figure out why the Scheduled Adherence metrics displayed in the Performance Dashboard diverge significantly from the data exported via the Workforce Management module. The organization operates within the EU-West BYOC environment, and this inconsistency is impacting our ability to validate agent productivity against shift schedules. The discrepancy appears specifically for agents routed through complex Architect flows that utilize conditional logic for skill-based routing. When an agent is in a “Wrap-up” state following a digital messaging conversation, the dashboard indicates they are adhering to schedule, whereas the WFM export marks them as non-adherent. This suggests a potential misalignment in how state transitions are interpreted between the real-time performance views and the historical WFM calculations.
The issue manifests consistently across the following sequence of events:
- An agent logs into the Genesys Cloud desktop application and accepts a shift schedule defined in WFM.
- The agent handles a digital messaging conversation routed via a specific Architect flow that includes a mandatory post-interaction survey step.
- Upon completing the survey, the agent enters the Wrap-up state for approximately 120 seconds.
- During this Wrap-up period, the Real-Time Performance Dashboard displays the agent status as “On Schedule” with 100% adherence.
- However, when reviewing the next day’s WFM Scheduled Adherence report, the same agent shows a negative adherence deviation for that exact 120-second window.
This behavior is not observed for voice-only interactions, which suggests the issue is tied to how digital channel states are mapped to WFM schedule compliance. The current Architect flow version is 14.2, and the WFM schedule template uses standard shift parameters without custom overrides. Assistance in clarifying the expected behavior or identifying any known configuration gaps in the EU-West BYOC instance would be appreciated. The objective is to ensure metric consistency for executive reporting.