My current config is completely failing as expected after our weekly schedule push. We are running Genesys Cloud v24.5.0 in the Chicago environment.
The issue involves the Architect IVR flow attempting to route calls based on WFM availability. When agents perform shift swaps via the self-service portal, the IVR continues to route to their previous scheduled skill groups, resulting in immediate abandonments or transfers. The WFM schedule publish completes successfully, but the Architect flow seems to cache the old availability state.
I have verified the skill group assignments and the WFM integration settings. The error appears in the Architect flow logs when the ‘Get User Status’ block is executed.
Error: 404 Not Found - User status unavailable for skill group ‘Sales_Tier1’.
This happens consistently during the first hour after the schedule publish. Has anyone seen a delay in WFM status propagation to the Architect IVR logic? We need the IVR to respect the new shift swap data immediately. The current workaround of restarting the flow is not viable for a 24/7 operation. Any insights on forcing a cache refresh or adjusting the flow logic to handle this latency would be greatly appreciated.