I’m completely stumped as to why the Virtual Agent is routing to inactive queues when agents execute shift swaps in WFM.
- The goal is to align bot handoff targets with the live schedule adherence data from the Chicago cluster.
- When Agent A swaps shifts with Agent B, the /v2/wfm/schedules endpoint updates correctly, reflecting the new availability window.
- However, the Architect flow using the ‘Get Data’ action to query schedule adherence still points to the original skill group assigned to Agent A.
- The bot attempts to transfer the interaction to a queue that has zero coverage during the swapped time block.
- This results in a ‘No Agent Available’ error code 404 from the routing engine within 5 seconds of the swap confirmation.
- The Data Action triggers successfully, but the downstream routing logic seems cached or delayed.
- We are using the latest SDK version for the BYOC integration.
- Restarting the Virtual Agent service temporarily fixes the issue, but it reverts on the next swap event.
- Is there a specific latency setting or cache invalidation step required for real-time WFM data consumption in bot flows?
- Any insights on forcing a refresh of the routing context when schedule data changes?