WFM Historical Adherence data discrepancy for agents

Analytics and Reporting
1

There is a discrepancy in the WFM historical adherence data for the agent named Riz. While Riz has schedules for February, selecting the date range for the last week of February 2025 displays data, but March shows no information due to the absence of schedules. When the date range is adjusted to start from the last week of February 2025 and end yesterday, discrepancies arise as the scheduled and unscheduled data are combined. This results in inconsistencies when viewed separately, particularly affecting agents and date ranges with and without schedules.

2

Hi Dileepkraranki,

I would open a ticket with our Care group. Individuals working on the forum do not often have direct access to user data and if you are looking to resolve a specific agent within your org, we can not diagnose the issue.

Thanks,
John Carnell
Director, Developer Engagement

3

Hi @John_Carnell
This one i given as example agent but the issue is global and observed in 2 different orgs with agents falling under same criteria mentioned above.

Thanks and Regards,
Dileep Kumar Karanki

4

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