Is it possible to dynamically restrict outbound dialer campaigns based on real-time WFM agent availability rather than static time windows? We are running Genesys Cloud v24.5.0 in the Chicago environment and trying to optimize our outbound capacity during low-volume periods. Currently, our campaigns run on fixed schedules, which leads to abandoned calls when agents are on scheduled breaks or time-off.
We attempted to use a Data Action to pull schedule adherence data from the WFM API, but the latency causes the dialer to start before agents are actually ready. The error below appears when the campaign tries to validate agent counts against the WFM schedule during high-concurrency windows.
{
"error": "Campaign validation failed: Insufficient available agents. Expected: 15, Available: 4",
"timestamp": "2024-05-15T14:30:00-05:00",
"campaignId": "outbound-campaign-001"
}
Has anyone successfully integrated WFM shift data directly into the Outbound Campaign rules engine? We need a solution that prevents dialing when agent count drops below a threshold due to scheduled breaks or shift swaps. Any insights on best practices for this integration would be appreciated.