Is it possible to configure the Edge BYOC deployment to ignore strict schedule adherence rules when routing calls during a primary site failover? Our Chicago WFM team is seeing dropped interactions when the edge node switches to the secondary region. The agents are marked as available in the local cache, but the Genesys Cloud core API returns 400 Bad Request with error code SCHEDULE_NOT_FOUND because the sync lag prevents the core system from recognizing their active shift status.
We are using SDK v2.140.0 for our integration layer. The Edge Failover Documentation mentions high availability, but it is silent on how workforce management states are handled during the brief disconnect window. We cannot afford to lose inbound traffic just because a weekly schedule publish is still propagating. Has anyone managed to tune the local edge cache to prioritize agent availability over real-time schedule validation during these transitions?
You need to adjust the edge behavior settings rather than disabling adherence entirely, which is risky for compliance. In my recent Zendesk-to-GC migration, we faced similar sync issues during failover. Unlike Zendesk’s simpler availability flags, Genesys Cloud requires explicit configuration on the BYOC edge to handle local cache overrides.
Check the failover_mode parameter in your edge configuration. Setting this to local_override allows the edge to route based on local agent status without waiting for core API validation. This bypasses the SCHEDULE_NOT_FOUND error during the sync lag window.
Just ensure your WFM team is aware, as this creates a temporary data inconsistency between local and core records. It is a practical workaround for migration stability, similar to how Zendesk handles offline ticket creation, but requires careful monitoring post-failover.