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  • 1.  Genesys Cloud WEM/WFM Adherence vs BI Analysis WFM/WEM Adherence event logs - the Event Bridge topic using v2.users.{id}.workforcemanagement.adherence

    Posted 5 days ago

    Genesys Cloud WEM/WFM Adherence vs BI Analysis WFM/WEM Adherence event logs reveals systematic concerns timestamp, adherenceChangeTime, PresenceUpdatetime the Event Bridge topic we are using v2.users.{id}.workforcemanagement.adherence- Is there any other topic to get Duration (Adherence) similar/mirror like Genesys Cloud Historical Adherence UI? Please advise!


    #Integrations

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    Raja Sridhar Nagella
    Sr Lead Software Engineer [Architect, Design, Build, Support – ADP - Contact Center Engineering]
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  • 2.  RE: Genesys Cloud WEM/WFM Adherence vs BI Analysis WFM/WEM Adherence event logs - the Event Bridge topic using v2.users.{id}.workforcemanagement.adherence

    Posted 5 days ago

    Hi Raja,

    I'm not fully sure if there is another EventBridge topic that directly mirrors the Historical Adherence UI duration, but I found a couple of related references that may help:

    Real-time adherence data by agent:
    https://community.genesys.com/discussion/real-time-adherence-data-by-agent

    WFM historical adherence bulk request API:
    https://community.genesys.com/discussion/wfm-historical-adherence-bulk-request-api

    Historical adherence query route deprecation:
    https://help.genesys.cloud/announcements/genesys-cloud/deprecation-current-historical-adherence-query-route/

    From these, it looks like the real-time adherence topic is more event/change based, while duration-style reporting may need to come from historical adherence APIs or be calculated separately.

    Hope this helps and someone from community might add more to this.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 3.  RE: Genesys Cloud WEM/WFM Adherence vs BI Analysis WFM/WEM Adherence event logs - the Event Bridge topic using v2.users.{id}.workforcemanagement.adherence

    Posted 5 days ago

    Hi Phaneendra - Thanks and yes we have WFM historical adherence bulk request APIs - but moving our solution from API based to Event Bridge. We constantly run into API limitations when we pull data from Genesys Cloud CX, this will support moving to near real-time solution and reduce stress on how many API are currently consumed from Genesys perspective and someone from community might add more to this.



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    Raja Sridhar Nagella
    Sr Lead Software Engineer [Architect, Design, Build, Support – ADP - Contact Center Engineering]
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    Original Message


  • 4.  RE: Genesys Cloud WEM/WFM Adherence vs BI Analysis WFM/WEM Adherence event logs - the Event Bridge topic using v2.users.{id}.workforcemanagement.adherence

    Posted 4 days ago

    If you are wanting to take real-time adherence events/topics and attempt to create something that is akin to historical adherence, then I would caution against this approach. We certainly do not take that approach for our native offering. Schedules can change in arrears. Historical adherence configuration can change after the fact. Even data from analytics around agent activity can change after the fact.



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    Jay Langsford
    VP, R&D
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    Original Message


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