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  • 1.  Has Genesys changed the Adherence notification?

    Posted 07-07-2023 09:26

    Hello WFM community,

    I was suprised to find out that Genesys has changed the adherence notifications.

    When I subscribe for v2.users.{id}.workforcemanagement.adherence, instead of getting a single notification, I get 2, one is incorrect (showing previous state) and one is correct showing the new state.

    Both notifications are triggered with the exact adherenceChangeTime.

    Anyone knows why Genesys has done this change? Is this a bug or working as designed (wasn't working this way previously)

    I wasn't able to see this in the release notes neither.

    Thanks

    Regards

    Hichem


    #Genesys Cloud CX

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    Hichem Agrebi
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  • 2.  RE: Has Genesys changed the Adherence notification?

    Posted 07-07-2023 10:19

    Hi there,

    There should not have been any change to this notification.  There are instances where you can get two events in succession - going OnQueue may also trigger a subsequent RoutingStatus change in addition to the Presence change.  You should not get one with the old state, however - if you are then it is a bug. 

    Please go through normal support channels and we will look into this.



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    Joe Behymer, Director
    PureCloud Workforce Management Development Team
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    Original Message


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