Looking for advice on integrating weekly WFM schedule data into our Digital Messaging IVR flow for America/Chicago. We want to route incoming chats based on real-time shift adherence status and available agents.
Using the WFM Lookup block, we are attempting to pull agent availability directly from the published schedule. However, we are encountering a 403 Forbidden error when the lookup tries to access schedule data for agents who have pending shift swaps. The error message indicates “Insufficient permissions to access schedule details for agents with pending approvals.” This is problematic because we publish schedules weekly, and shift swaps are common in our environment. We need the IVR to reflect the most up-to-date availability, including those swaps once approved.
Here is the current configuration for the WFM Lookup block:
wfm_lookup_config:
endpoint: /api/v2/wfm/schedules/adherence/report
parameters:
startDate: "{{ current_date }}"
endDate: "{{ current_date_plus_7_days }}"
includeShiftSwaps: true
timezone: "America/Chicago"
error_handling:
on_403: "Route to default queue"
on_timeout: "Retry once"
We have verified that the integration user has the wfm:schedule:view and wfm:schedule:edit permissions, which should cover schedule data access. The issue seems specific to agents with pending shift swaps. We are using Genesys Cloud 2024-02 Release.
Has anyone successfully integrated WFM schedule data with Digital Messaging IVR while handling shift swaps? Are there additional permissions or API endpoints we should be using to bypass this 403 error? We are trying to ensure our digital channels reflect the same accuracy as our voice IVR, which currently handles this data without issues. Any insights or workarounds would be greatly appreciated. We are aiming to reduce manual interventions and improve agent utilization across both voice and digital channels.