Does anyone know why our outbound dialing campaigns are ignoring the schedule availability data published via the WFM API? We are running the latest version of the Outbound API (v2) and have integrated it with our workforce management system to ensure agents are only targeted for calls when they are scheduled and available. The issue manifests specifically in the Chicago cluster environment.
When we trigger a predictive dialer campaign, the system continues to assign calls to agents who are currently on break or offline according to their published schedule. This results in a significant drop in answer-to-contact rates and increased agent frustration. We have verified that the schedule publishing endpoint (/api/v2/wfm/schedules) returns the correct availability windows for all agents. However, the outbound campaign dashboard shows zero correlation between agent availability and call distribution.
The error log from the Architect flow indicates a mismatch in the availability status check:
“Error 409: Conflict - Agent availability status does not match WFM schedule. Request ID: abc-123-xyz. Timestamp: 2023-10-27T14:30:00Z”
We have double-checked the timezone configurations, ensuring that both the WFM schedules and the outbound campaign settings are set to America/Chicago. The agent self-service portal also reflects the correct schedule, so the issue seems isolated to the outbound dialing integration. We are using the standard WFM-CPQ integration pattern recommended in the Genesys documentation.
Has anyone encountered a similar issue where the outbound dialer fails to pull real-time availability from the WFM module? We are considering implementing a custom webhook to manually update agent statuses, but that feels like a workaround rather than a solution. Any insights into potential configuration mismatches or known bugs in the current release would be greatly appreciated. We are under pressure to resolve this before the next quarter’s forecast review.