Predictive Routing Campaign Failing on Schedule Overlap

Genesys Cloud Routing
1

My current config is completely failing…

  • Campaign engine rejects agents scheduled in the Chicago timezone during shift swaps.
  • API returns 400 Bad Request with invalid_schedule_overlap code.
  • Agents show as available in WFM but are excluded from the predictive dialer pool.
  • Using standard WFM schedule publish via Data Action.
  • Need to align real-time availability with predictive routing logic.
2

If I remember correctly… the invalid_schedule_overlap error usually stems from timezone mismatches in the WFM payload. The Data Action might be sending UTC while the campaign expects local Chicago time.

Check these items:

  • WFM export timezone format (UTC vs local)
  • Campaign schedule timezone configuration
  • Agent shift overlap logic in the API payload