Stuck on a digital messaging capacity issue. Our weekly schedule push at 10:00 AM CST causes digital skills to drop for agents in the ‘Support’ group. They remain online in voice but show zero capacity for chat. Here is the relevant WFM config:
schedule_publish:
time: "10:00 CST"
digital_skills: ["chat_support"]
adherence_threshold: 95
Is there a known sync delay between WFM publishing and the digital queue capacity API?