Routing inbound calls through Architect to check agent shift swap status before queue assignment. The /v2/wfm/schedules API v2.14 throws 422 Conflict when IVR block tries to validate edge case where two agents swap across JST midnight boundary. Console shows schedule publish completed fine but routing block doesn’t update on preference override, {"error_code":"SCHEDULE_CONFLICT","detail":"routing_mismatch"}. I publish schedule weekly, agent self-service shift trade and time-off request trigger this. Need fix for schedule adherence.
curl -X PUT "https://api.mypurecloud.com/api/v2/wfm/schedules/{scheduleId}" \
-H "Authorization: Bearer <TOKEN>" \
-H "Content-Type: application/json" \
-d '{
"startDateTime": "2024-11-15T00:00:00+09:00",
"endDateTime": "2024-11-16T00:00:00+09:00",
"swapRequests": [{
"requestId": "swap-uuid",
"status": "approved",
"effectiveStart": "2024-11-15T23:30:00+09:00",
"effectiveEnd": "2024-11-16T08:00:00+09:00"
}]
}'
PureCloudPlatformClientV2 serializes datetime objects to UTC by default, which is exactly why your local JST offsets get flattened during the midnight boundary check. Let’s walk through the reasoning step by step. Step one: the routing engine evaluates startDateTime and endDateTime against the published schedule window. When a swap crosses midnight, the API’s internal conflict detector sees overlapping intervals if you don’t explicitly anchor the timezone offset in the payload. Step two: you’re likely passing naive timestamps like "2024-11-15T00:00:00" instead of "2024-11-15T00:00:00+09:00". The WFM service assumes UTC, shifts the window back nine hours, and flags a SCHEDULE_CONFLICT because the override technically starts before the schedule window. Step three: update your REST query block to force ISO 8601 with explicit offsets. Studio’s REST Proxy handles this similarly when you map the date variables. You just need to ensure the format property is set to iso8601 in your snippet configuration. Otherwise the parser drops the offset entirely. The console publish works because the UI handles the offset injection automatically, but the raw API doesn’t. Just patch the timestamp format. The routing mismatch clears up right after.