Is it possible to configure the WFM engine to ignore specific adherence rule violations when an agent initiates a shift swap via the self-service portal, specifically for agents handling pure digital messaging queues?
We are currently running into a hard block when trying to publish the weekly schedule for our Chicago-based support center (America/Chicago timezone). The system returns a SCHEDULE_CONFLICT error with the message: Cannot publish schedule due to overlapping agent assignments in timezone America/Chicago. This happens even when the swapping agents are covering each other’s digital-only shifts, which theoretically should have lower adherence strictness compared to voice channels.
According to the Genesys Docs on Shift Swaps, the validation logic checks for capacity constraints and adherence rules. However, our digital queues utilize a different adherence calculation model that allows for more flexible presence. The current behavior treats these digital shifts exactly like voice shifts, causing the publish API to reject the entire schedule batch.
We have verified that the individual shift definitions are correct and that the agents involved have the proper skills for the digital channel. The issue seems to stem from the global adherence rule set being applied too broadly during the swap validation phase. Is there a way to tag specific schedule groups or shift types as ‘flexible’ so that the swap validation engine can apply a different set of rules? Alternatively, are there specific API parameters we can pass during the /api/v2/wfm/schedules/schedule/{scheduleId}/publish call to override these conflicts for non-voice channels?
This is becoming a significant bottleneck for our weekly publishing process, especially when we need to accommodate agent time-off requests that involve digital-only shifts. Any insights on how to decouple the adherence validation for digital channels would be greatly appreciated.