Why does this setting in the WFM schedule publish payload fail to cap digital agents when the shift is active? The max_concurrent_interactions field is clearly defined, yet agents remain available for new chats in Genesys Cloud 2024-2.0.
{
"userId": "user-123",
"shiftId": "shift-456",
"schedule": {
"startTime": "2023-10-27T08:00:00-05:00",
"endTime": "2023-10-27T16:00:00-05:00",
"channels": {
"chat": {
"max_concurrent_interactions": 2,
"skill": "support-general"
}
}
}
}