My config is not working

Architect & Flows
1

My configuration keeps failing… specifically the WFM integration block in Architect. The bot deflection logic fails to update agent availability when shift swaps occur. Here are the steps:

  1. Trigger bot overflow to human agent via API.
  2. Agent accepts shift swap in self-service portal.
  3. WFM status remains ‘Available’ despite swap approval.

The /api/v2/wfm/scheduling/v1/adherence endpoint returns stale data. Any ideas?

2

This is actually a known issue with real-time WFM synchronization. The standard delay for schedule propagation is thirty seconds, which causes the stale data error during immediate bot handoffs.

{
 "delay_ms": 30000,
 "action": "refresh_wfm_status"
}

Insert this pause before the handoff block to allow the cache to update properly.