Stumbled on a weird bug today with the Shift Adherence metric in the Performance dashboard for our Workforce Management module. The data seems to be incorrectly calculating compliance for agents based in our Europe/Paris office, despite the system timezone being configured correctly.
- Navigate to Performance > Workforce Management > Shift Adherence.
- Filter the view by the “Paris Operations” group and the current date.
- Observe the “Adherence %” column for agents who have logged in and out correctly according to the schedule.
- The metric reports a significant adherence deficit, specifically flagging the pre-shift preparation time as “Unscheduled Absence”.
This discrepancy is causing reporting issues for our compliance team. The Architect flows for login/logout are functioning as expected, and the time stamps in the Activity view appear correct. However, the aggregation logic in the dashboard seems to be applying a UTC offset incorrectly or ignoring the specific holiday calendar configured for the France region.
Has this been addressed in the latest release notes? We are currently on the latest platform version. Any insights into whether this is a known calculation bug or a configuration oversight on our end would be appreciated.