Trying to understand why our outbound dialing campaigns are ignoring the updated availability status of agents who have completed shift swaps in WFM. We are running Genesys Cloud 2024.2 in US-East-1. The standard flow for our team involves publishing schedules on Monday, with agents utilizing the self-service portal for swap requests throughout the week. The system confirms these swaps successfully, and the WFM dashboard reflects the new shifts accurately.
However, when the outbound campaign runs on Wednesday, it continues to dial agents based on their original Monday schedule rather than the swapped slots. Specifically, agents who swapped a morning shift for a PM slot are receiving calls at 9 AM CST, causing immediate adherence violations and agent frustration. We have verified that the WFM integration is active and that the ‘Use WFM availability for outbound’ toggle is enabled in the campaign settings.
OutboundCampaignError: 400 Bad Request - Agent not available according to schedule
This error appears in the campaign logs, but it seems contradictory because the agent is scheduled for that time in the original plan, just not in the current reality. We suspect there might be a caching issue or a latency problem with how the Outbound module queries the WFM schedule service. Has anyone configured a custom Architect flow to force a refresh of agent availability data before dialing? We are looking for a workaround until this is resolved natively. The business impact is significant as we are seeing a 15% drop in connect rates due to these invalid contacts. Any insights into whether this is a known limitation of the WFM-Outbound sync or if we need to adjust our publishing frequency?