Genesys Cloud - Main

Has anyone experienced issues with adherence reporting in the last few weeks? We started seeing sporadic issues around Nov 28. We'll have days where normally excellent agents have adherence in the 20% range. Analysis of the status detail shows the calculations are incorrect. We have an open ticket but have had little help from Genesys on this issue. I am interested to know if others have seen adherence reporting anomalies in the past few weeks.
#Reporting/Analytics

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Scott Schleisman
Bright Horizons Family Solutions LLC
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There have been a few cases, starting late Nov, that have been escalated where Analytics had incorrect data initially that was then cached. The resolution is to clear the schedule adherence cache and refresh/re-query they particular time period for schedule adherence. You can request for your cache to be cleared via support.

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Jay Langsford
Senior Director, Workforce Optimization Engineering
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