Quick question, has anyone seen this weird error? with our outbound dialing campaigns when agents approve shift swaps mid-campaign. We are running Genesys Cloud version 2024-03-01. The WFM API correctly updates the agent’s availability window in the schedule, but the outbound campaign engine seems to cache the original shift boundaries for the active dialer instance.
Specifically, when an agent swaps a 9 AM - 5 PM shift to 11 AM - 7 PM on a Tuesday, the campaign continues to offer calls until 5 PM. The adherence report shows a gap, but the dialer logs show the agent was still marked as ‘available’ in the original window. This causes a significant drop in connect rates for the Chicago team because the agents are technically off the floor according to the new schedule, but the system is still routing calls to them or expecting them to answer.
Is there a specific API call or setting in the Campaign configuration that forces a real-time refresh of agent availability based on WFM schedule changes? We tried restarting the campaign, but that disrupts the entire queue. Looking for a way to sync the outbound dialer state with the WFM schedule without a full campaign restart. Any insights on how to handle this dynamic shift data would be appreciated.
Thanks for the help.