Quick question about the latency between publishing WFM schedules and updating agent availability for Digital Messaging channels.
We are seeing a significant delay where agents appear as ‘Available’ in the Digital queue for up to 15 minutes after their shift officially starts in the WFM module. This is causing overflow to the overflow queue unnecessarily, which is frustrating for our premium support agents who are ready to take chats. The environment is the Chicago cluster using the standard BYOC integration. We have verified that the /v2/wfm/schedules/{id}/publish endpoint returns a 200 OK status immediately, and the schedule adherence reports show the correct start times. However, the Digital channel connector seems to be polling on a longer interval or caching the previous state. Is there a way to force an immediate refresh of the availability status in the Digital routing configuration without manually toggling the agent’s status in the web client? We want to automate this to ensure zero downtime between schedule publish and channel readiness. The current workaround of manual status changes is not scalable for our 200+ agent team.