Having some config trouble here…
We are seeing a persistent 409 Conflict error when attempting to upload a new contact list segment for our outbound campaign via the /api/v2/outbound/campaigns/{campaignId}/contacts endpoint. This happens specifically when the target agents are currently in a scheduled shift swap window within Genesys Cloud WFM (version 2024.5, US-East-1).
The error payload returns: {"errorCode": "resource_conflict", "message": "Unable to assign contacts to agents with conflicting schedule states"}.
Here is the context: We run a high-volume outbound campaign that relies on real-time agent availability. When agents approve shift swaps via the agent self-service portal, their schedule state in WFM updates immediately. However, the Outbound module seems to cache the previous schedule state for approximately 15 minutes. If we attempt to push a new contact list segment during this cache window, the API rejects the assignment because it still sees the agents as “unavailable” or “in transition” according to the stale WFM data.
We have tried:
- Clearing the browser cache and re-authenticating via the Genesys Cloud API.
- Delaying the upload by 20 minutes after the shift swap approval.
- Using the /api/v2/outbound/campaigns/{campaignId}/contacts/bulk endpoint with a retry logic.
None of these work consistently. The issue is critical for our Chicago team (America/Chicago timezone) because our peak shift swap window is Friday afternoons, which coincides with our largest weekly campaign launches.
Is there a way to force a schedule state refresh in the Outbound module via API? Or is this a known limitation between WFM and Outbound data synchronization? We need a reliable method to ensure contact assignments align with real-time agent availability, especially when shift trades are active. Any insights or workarounds would be greatly appreciated!