3337515 - Intermittent Zoom Attendance/Completion Issues

After a VLS enabled Class with Zoom is completed, some users or all users do not receive completion even after the Process VLS Attendance Automatic Process has completed. The attendance report in Zoom also shows that the users spent enough time in the meeting room when compared to the Minimum Attendance Percentage for Credit setting on the Class record.

SAP SuccessFactors Learning

If the issue is intermittent and it's not first time implementation configuration issues, the issue lies on two possible different factors that are unique to Zoom:

• SuccessFactors Learning utilizes the Zoom API and the MeetingID field to match up attendance information. The MeetingID is a field that can change multiple times such as if an instructor joined the meeting and left. Now with the MeetingID changed, when the API is done to pull the information from Zoom, only information that was tied to the old MeetingID will be processed. 
• SuccessFactors Learning utilizes the Zoom API to call the attendance report but due to different actions such as users leaving the meeting and rejoining or utilizing breakout rooms, users are shown as having multiple records of time spent in the meeting. An example of this is that User1 joined a Class that was supposed to be for 1 hour. The Minimum Attendance Percentage for Credit setting is set to 50% which is 30 minutes. User1 joined the meeting the start time and spent 20 minutes in the meeting room but was disconnected. They then joined for the last 15 minutes of the call. As User1 spent 35 total minutes in the meeting, they meet the threshold to get the completion. The Zoom attendance report shows a summation of this user whereas the APi response received is having two different times in the meeting room and SuccessFactors Learning only processes one of the records (being the last received overriding prior) which then User1 will not receive completion as they don't meet the threshold.

SAP is working with Zoom on a solution, currently targeted for 2H2024.  Current workaround is to record completion manually.

Please follow this KBA for updates (see KBA 2171560 for instructions on how to follow).

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