The schedule publish job is failing with a 409 Conflict error specifically when agents attempt to swap shifts that span across the weekend boundary. This issue started appearing after we enabled the new agent self-service swap preferences in Genesys Cloud WFM.
The error payload returns:
{
"code": "Conflict",
"message": "Cannot process swap due to overlapping schedule constraints or adherence rules."
}
This only happens when an agent swaps a Friday shift with a Saturday shift. If the swap is within the same week (Monday-Friday), it processes without issue. We have verified that both agents have the necessary permissions and that the shifts are not overlapping in the UI. The conflict seems to stem from the backend validation logic checking for adherence rule violations that do not exist in our current configuration.
Environment Details:
- Platform: Genesys Cloud
- API Endpoint:
POST /api/v2/wfm/schedule/agent/swap - WFM Version: Latest stable release (Q3 2024)
- Timezone: America/Chicago
- Schedule Type: Weekly rolling schedule, published every Sunday night
We have checked the following:
- Agent profiles are correctly configured with shift preferences.
- No conflicting time-off requests are pending for the involved dates.
- The adherence rules do not prohibit weekend shifts for these agents.
I suspect there might be a bug in how the API handles the transition from one schedule period to the next, especially when the swap crosses the publish boundary. Has anyone else encountered this 409 error on weekend swaps? Are there any known workarounds or specific parameters we need to include in the request body to bypass this validation?
Any insights or debugging tips would be greatly appreciated. We are currently manually processing these swaps, which is inefficient and frustrating for our agents.