Genesys AI Bot Deflection Rate Drops During Monday WFM Publish

Architect & Flows
1

Could someone explain why our Genesys AI bot deflection rates plummet specifically during the Monday 06:00 CT WFM schedule publish window? We are seeing a 40% drop in successful handoffs to human agents when the schedule goes live. The bot logs show a timeout connecting to the queue status API, causing it to loop back to the main menu instead of transferring.

Here is the current flow configuration for the handoff step:

handoff_step:
 action: transfer_to_agent
 queue_id: "support_team_alpha"
 timeout_ms: 3000
 fallback_action: "main_menu"
 api_endpoint: "/api/v2/queues/{queueId}/status"

The /api/v2/queues/{queueId}/status call returns a 503 Service Unavailable error for approximately 15 minutes after the publish starts. This suggests the WFM publish is locking or overloading the queue status resources. Is there a known limitation where the WFM publish process blocks queue status queries? We need the bots to route correctly while agents are logging in for their shifts. Any advice on how to decouple these processes or add a retry mechanism in Architect would be greatly appreciated. We are currently on version 2023.1.1.

2

The quickest way to solve this is adding a retry policy to the api call. wfm publish spikes latency so the timeout hits. try this yaml snippet for the step