Running a custom Agent Script node in Architect to force state changes during shift transitions. The script fires a REST action to /api/v2/wfm/schedules/agents/{id}/availability right after the queue drops the call. Prod is throwing a 409 Conflict on the PUT request. The response body just says {“error”:“Availability window overlaps with existing forecast block”,“code”:409}.
The WFM schedule generation runs nightly via our Python wrapper. Day shifts get generated cleanly. Evening shifts keep failing the sync. Console logs show the script is injecting status: available with a hard-coded startTime that matches the shift boundary. The API endpoint expects the window to align with the forecast import boundaries, but the script is pushing timestamps one minute past the scheduled end.
Environment specs are standard.
- CXone org: US-East-1
- Architect version: 2023.11
- Agent Scripting runtime: latest
- WFM API endpoint: /api/v2/wfm/schedules/agents/{agentId}/availability
- Python SDK: nice-cxone-sdk v2.8.1
Attempted solutions.
- Verified the shift boundary timestamps in the WFM calendar. They match the UTC offsets.
- Stripped the REST action payload down to just agentId, status, and startTime. Still hits the 409.
- Swapped the script node for a direct API call from Postman. Works instantly. The issue only triggers when the Architect flow pushes it.
- Checked the schedule adherence extraction logs. They flag the agent as unavailable for those exact minutes, which breaks the daily adherence rollup.
The script doesn’t seem to respect the X-Correlation-Id header when it hands off to the REST action. Headers get flattened somewhere in the runtime. You’ll notice the request arrives at the WFM endpoint with a stripped payload. The overlap error keeps firing even when the shift hasn’t technically closed.
Logs show the timestamp drift.
2024-05-14T18:00:01Z vs 2024-05-14T17:59:59Z.
One second difference. The WFM engine treats it as a collision.
Docs mention sub-second precision but the actual JSON payload gets truncated to whole seconds. Script’s doing jack all to catch the rounding error. Payload just drops.