Is it possible to configure the Virtual Agent to route to specific skill groups based on real-time WFM schedule adherence data? We are attempting to optimize our hybrid workforce model in the Chicago cluster. Currently, the bot falls back to a generic queue when no agent with the required skill is available, regardless of their scheduled status.
We are using the Architect flow version v2.4 and have integrated the WFM API to pull schedule data. The issue arises when agents are on a shift swap or approved time off. The bot seems to cache availability from the previous publish cycle, leading to increased wait times and abandoned calls during peak hours.
Specifically, we need the bot to check the agent_presence endpoint before initiating a transfer. Has anyone successfully implemented a dynamic skill assignment strategy that respects shift_swap approvals and adherence penalties? We are seeing a 404 Not Found error when the bot attempts to query the availability of an agent who is technically ‘available’ in the system but not scheduled for that specific hour due to a recent swap.