Looking for advice on integrating digital messaging capacity into our weekly WFM schedule publication process.
Currently publishing schedules for the Chicago cluster using the standard Genesys Cloud WFM interface.
Need to ensure agents are only available for Pure Cloud Engage (formerly Pure Cloud Messaging) during their scheduled shifts.
Observing a discrepancy where agents marked as “Available” in WFM are still receiving digital messages during their designated “Unavailable” or “Break” periods.
Attempted to configure the WFM schedule status mapping in the Architect flow but the digital channel does not respect the WFM “Available” status change.
Specifically checking if there is a native integration between WFM schedule adherence and the Digital Engagement routing strategy.
Want to prevent agents from being overwhelmed with chat requests while they are officially off the clock according to the WFM schedule.
Using the latest version of the WFM application and standard Digital Engagement settings.
Any configuration steps to link WFM schedule status directly to digital channel availability would be greatly appreciated.
Goal is to automate the shift swap and time-off reflection in real-time digital routing without manual intervention.