WFM Scheduled Adherence Mismatch in EU-West BYOC Performance View

Genesys Cloud WFM
1

Can anyone clarify the calculation logic for Scheduled Adherence within the Genesys Cloud Performance Dashboard for the EU-West BYOC environment? We are observing a significant discrepancy between the WFM adherence targets defined in our external workforce management system and the actual adherence percentages displayed in the Genesys Cloud Performance Views. The business stakeholders are questioning the reliability of the agent productivity metrics, as agents appear to be 100% adherent in Genesys Cloud despite clear schedule deviations recorded in our WFM tool.

The issue manifests specifically when agents utilize short breaks that are scheduled in the WFM system but are not explicitly mapped to a corresponding status change in Genesys Cloud that aligns with the WFM integration’s expected state. The Performance Dashboard continues to calculate adherence based on the presence of the agent in the queue, ignoring the nuanced schedule breaks.

Steps to reproduce:

  1. Configure a standard WFM integration with Genesys Cloud, ensuring schedule data is pushed via the standard WFM API endpoints.
  2. Create a shift schedule for an agent in the external WFM system that includes a 15-minute scheduled break from 10:00 to 10:15.
  3. Ensure the agent’s status in Genesys Cloud remains as ‘Available’ or ‘Ready’ during this period, without manually changing to a ‘Break’ status that matches the WFM schedule.
  4. Observe the Performance Dashboard for that agent at 11:00.
  5. Note that the Scheduled Adherence metric shows 100%, whereas the WFM system reports a compliance violation.

We require a clear explanation of whether the Genesys Cloud Performance View relies solely on internal status changes or if it should be cross-referencing the external schedule data for adherence calculations. The current behavior suggests a gap in how the dashboard interprets ‘scheduled’ time versus ‘active’ time. Is there a specific configuration in the WFM integration settings that forces the dashboard to respect external schedule breaks for adherence calculations? Any guidance on aligning these metrics would be appreciated.