Has anyone encountered a recurring 500 Internal Server Error when using a Data Action to fetch real-time agent availability status from the WFM API?
We are trying to implement a dynamic IVR flow that routes calls based on the specific shift type an agent is currently working (e.g., prioritizing ‘Premium Support’ shifts for high-value customers). The flow uses a Data Action to call GET /api/v2/wfm/scheduling/schedules/{scheduleId}/agentAvailability.
The issue is intermittent. When testing with a small subset of agents, the Data Action returns the expected JSON payload with availability windows. However, when the flow is triggered for agents in the America/Chicago timezone during our peak publish window (usually Tuesday mornings), the Data Action fails with a 500 error and no specific error message in the response body. The Architect trace just shows “Data Action Execution Failed”.
We have verified that the credentials used by the Data Action have the necessary wfm:schedule:view and wfm:agentavailability:view permissions. The endpoint works fine when tested via Postman with the same auth token.
Our environment is Genesys Cloud Edge 2024.3.1. We are managing over 500 agents in this schedule group. Could this be a rate-limiting issue disguised as a 500 error? We have not seen any 429s in the logs, but the timing coincides exactly with our weekly schedule publication process.
We tried adding a retry mechanism in the Architect flow, but the subsequent calls also fail with 500. Is there a known limitation on concurrent WFM API calls from Data Actions during the publish cycle? Or is there a specific header or parameter we need to include to handle large schedule groups?
Any insights on how to stabilize this integration would be greatly appreciated. We are trying to avoid falling back to a static routing list, which defeats the purpose of dynamic WFM integration.