Architect Flow Fails to Update Queue Status After Shift Swap Approval

Quick question about the interaction between WFM schedule publishing and Architect flow logic. We have a custom IVR flow designed to route calls based on real-time agent availability for our Chicago support team. The flow uses the ‘Get Queue’ task to check the number of available agents in the ‘L1 Support’ queue. If the count is zero, it routes to voicemail; otherwise, it adds the caller to the queue.

The issue arises immediately after an agent completes a shift swap in the WFM portal. The swap is approved, and the schedule is published successfully via the API. However, the Architect flow continues to report that agents are available in the ‘L1 Support’ queue, even though the swapped-off agent is no longer scheduled and should technically be offline or unavailable according to the new schedule.

I have verified that the schedule publish endpoint returns a 200 OK status. The delay seems to be in the synchronization between the WFM module and the Architect flow’s view of the queue. It takes approximately 15-20 minutes for the ‘Get Queue’ task to reflect the correct agent count after a shift swap is finalized.

Here is the relevant snippet from the Architect flow debug log:

{
 "task": "Get Queue",
 "queueId": "L1_Support_Chicago",
 "availableAgents": 5,
 "expectedAgents": 3,
 "timestamp": "2023-10-27T14:30:00Z"
}

The expected count is 3, but the flow sees 5. This discrepancy causes calls to be routed to agents who are no longer on the clock, leading to dropped calls and poor CX metrics. Is there a known latency issue with the schedule-to-queue sync? Should we implement a polling mechanism in the flow to wait for the schedule to fully propagate, or is there a specific API endpoint we can call to force a refresh of the queue status after a schedule publish event?

This looks like a timing issue between the WFM schedule publication and the Architect flow cache refresh. The genesyscloud_wfm_schedule resource often publishes asynchronously. If the flow checks queue.available_agents before the new roster is fully synced, it returns stale data.

Try adding a wait condition in your CI/CD pipeline or a delay in the flow logic. Alternatively, force a cache refresh using the Genesys Cloud CLI:

genesyscloud flow:refresh --id <flow_id>

Also, check if the queue is configured to use real_time or historical data for availability. For shift swaps, real_time is mandatory. Ensure the Get Queue task in Architect is set to query available_agents specifically, not just total_agents.

If the issue persists, verify the genesyscloud_routing_queue resource in Terraform. Sometimes, the skills or outbound settings need a terraform apply to trigger a full metadata update in the platform.

resource "genesyscloud_routing_queue" "l1_support" {
 name = "L1 Support"
 # Ensure no stale config
}

Restarting the flow via the CLI usually resolves the immediate routing error.

This is typically caused by the asynchronous nature of WFM schedule publishing. The Architect flow cache does not update instantly upon shift swap approval. Check the recording metadata timestamps for similar drifts. See Recording API Docs for sync details.