BYOC Edge Node 502 Bad Gateway During WFM Schedule Publish API Calls

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1

Does anyone know…

  • Why our Bring Your Own Cloud (BYOC) edge nodes are returning a 502 Bad Gateway error specifically when the Architect flow attempts to call the WFM Schedule Publication API endpoint (/api/v2/wfm/schedules/{scheduleId})?
  • This issue is happening consistently during our weekly schedule publication window on Thursday mornings at 08:00 CST, which aligns with our peak agent login and adherence check period.
  • We have a dedicated BYOC deployment in our Chicago data center to handle the high-volume scheduling and adherence traffic, ensuring low latency for our workforce management team.
  • The Architect flow uses the WFM Schedule Data Action to pull finalized shift data and then pushes it to the platform via a custom REST API action, but the connection to the Genesys Cloud platform fails intermittently.
  • We are seeing a mix of 502 errors and occasional 504 Gateway Timeouts, but the 502s are the most frequent, suggesting a routing or proxy issue within our BYOC edge infrastructure.
  • Our BYOC edge nodes are running the latest stable release (v12.8.00), and we have verified that the network connectivity between our edge nodes and the Genesys Cloud platform endpoints is stable and unrestricted.
  • The error occurs only when the payload size exceeds a certain threshold, typically when publishing schedules for large teams with complex shift trades and agent preferences.
  • We have tried increasing the timeout settings in the Architect flow, but that has not resolved the issue, as the 502 errors indicate a failure at the edge node level before the request reaches the platform.
  • We are also checking the BYOC edge node logs, but they do not provide detailed information about the specific cause of the 502 error, only that the upstream server returned an invalid response.
  • We need to ensure that our weekly schedule publication process is reliable and does not fail due to BYOC edge node issues, as this impacts our agents’ ability to view their schedules and manage shift swaps.
  • Any insights into configuring BYOC edge nodes for high-volume WFM API calls or troubleshooting 502 errors in this context would be greatly appreciated, as we are currently unable to publish schedules reliably.