Quick question about the latency between Genesys Cloud WFM schedule publishing and Edge BYOC capacity updates. We publish our weekly schedules every Friday at 4 PM Central, but our on-premise edge nodes in the Chicago facility seem to reflect the new agent counts with a significant delay. This gap causes IVR routing issues during the first hour of the Monday shift.
The Edge Connector logs show successful authentication and heartbeat signals, yet the wfm_schedule payload received by the local orchestrator appears to be stale or cached. We are using the latest Edge Connector version and have verified that the WFM API tokens have full read access. The discrepancy is specifically noticeable for agents who have approved shift swaps, as their capacity seems to drop to zero on the edge until a manual refresh is triggered.
Has anyone configured a webhook or event-driven sync mechanism to force an immediate capacity update upon schedule publish? We want to avoid the manual refresh step entirely. Looking for best practices on ensuring real-time parity between the cloud schedule and the edge routing logic.