Is it possible to inject real-time agent availability from WFM into the bot’s intent classification logic? We want the bot to prioritize routing to agents who are scheduled and available, rather than just those online.
Currently, the Architect flow fails when trying to query the WFM API directly within the bot session. We get a timeout error:
Error: 504 Gateway Timeout - WFM Schedule Query
How do you handle this latency without breaking the conversation flow?