Looking for advice on integrating our IVR routing logic with real-time schedule availability in the Chicago cluster.
We publish schedules weekly via the WFM API. The goal is to route inbound calls only to agents currently scheduled and available.
The Architect flow uses a ‘Transfer to Queue’ block. It checks the queue’s current occupancy. If occupancy is high, it routes to voicemail.
The issue arises during shift swaps. When an agent swaps a shift, the WFM system updates the schedule immediately. The Architect flow, however, seems to cache agent availability based on the previous publish cycle.
Agents who swapped into a shift are marked as ‘Available’ in WFM but remain ‘Unavailable’ in the IVR routing logic for up to 15 minutes.
This causes a mismatch. Inbound callers hear the busy signal while agents sit idle in the queue.
We are using the latest Architect version. The WFM integration uses the standard Oauth2 token refresh. No errors in the logs.
Is there a way to force the Architect flow to refresh agent availability in real-time? Or should we adjust the WFM publish frequency?
Any insights on bridging this gap would be appreciated.