Can’t get this config to load properly when trying to synchronize agent availability with the AI Assistant handoff logic. We utilize a custom integration where the WFM schedule publish triggers a webhook to update the active agent pool for the AI bot’s escalation path. The issue arises immediately after the weekly publish window in America/Chicago timezone, where approximately 15% of scheduled agents are marked as ‘Available’ in WFM but remain invisible to the AI routing engine. The POST /api/v2/integrations/webhooks endpoint returns a 202 Accepted, yet the subsequent GET /api/v2/ai/assistants/{id}/agents call returns an empty array for those specific users. This discrepancy causes the AI to drop conversations to a generic voicemail instead of routing to the intended human queue, severely impacting our first call resolution metrics.
The environment runs Genesys Cloud version 2024-3.0 with the latest WFM scheduling engine. I have verified that the agent profiles are correctly tagged with the ‘AI_Escalation’ skill group and that the shift templates include the necessary overlap buffers. The problem seems to correlate with agents who have pending shift swap requests approved within the last 24 hours. When I manually trigger a schedule recalculation via the admin console, the agents appear in the AI endpoint response within 30 seconds. However, relying on manual intervention is not sustainable for a team of 200+ agents. The logs show a 404 Not Found when the AI engine attempts to fetch the real-time status for these specific user IDs during the first hour post-publish.
Has anyone encountered a similar latency issue between WFM schedule publishing and AI agent discovery? I am considering implementing a retry mechanism in our webhook handler to poll the agent status endpoint every 60 seconds for an hour after publish. Alternatively, is there a known limitation with how the AI module caches agent availability during the schedule transition period? I need a reliable way to ensure that agents with newly approved shift swaps are immediately recognized by the AI routing logic to prevent call drops. Any insights on the best practice for handling this synchronization gap would be greatly appreciated.