Stuck on a problem and need help troubleshooting a specific integration failure between Genesys Cloud Outbound and WFM. We are attempting to automatically pause campaigns when agents are marked as ‘Off’ in the weekly published schedule via the /api/v2/outbound/campaigns/{campaignId} endpoint. The system returns a 400 Bad Request error with the message ‘Invalid schedule overlap detected’ even when the agent is clearly available in the WFM dashboard. This happens consistently for agents in the America/Chicago timezone during shift handovers.
The issue seems to stem from a timestamp mismatch in the payload sent to the Outbound API. The WFM schedule publishes shifts in UTC, but our local environment expects Central Time for campaign adjustments. We are using the latest Python SDK for the integration. Has anyone successfully mapped WFM published schedule boundaries to Outbound campaign availability without hitting this validation error? We need to ensure agents are not dialed when they are technically off-shift according to WFM.