Configuration is broken for some reason when trying to align Predictive Routing capacity with our weekly WFM schedule publish. The GET /api/v2/outbound/campaigns endpoint shows a configured capacity of 50 agents for the ‘Retention-Campaign-Alpha’ campaign, but the actual active capacity in the Architect flow drops to 15 immediately after the WFM schedule goes live on Monday at 06:00 CST.
We are using the standard WFM to Outbound sync webhook. The payload validates correctly, and the schedule publish succeeds without errors in the WFM dashboard. However, the Predictive Routing engine seems to be ignoring the updated agent availability. The agents are marked as ‘Available’ in the WFM app, but in the Predictive Routing dashboard, they show as ‘Not Ready’ or ‘On Break’ even though no break rules are active.
The Architect flow uses a standard predictive dialer node with a target interval of 500ms. The error logs in the integration show a 409 Conflict when the system attempts to update the campaign settings via PUT /api/v2/outbound/campaigns. The conflict message cites a ‘schedule adherence violation’ which is confusing because the agents are fully scheduled and have no conflicting time-off requests.
Has anyone seen this specific 409 Conflict when syncing WFM schedules to Predictive Routing campaigns? We are running Genesys Cloud version 2023-10. The issue persists even when we manually adjust the campaign capacity in the UI. The shift swaps approved by agents in the WFM app also seem to cause a delay in the capacity update, leading to dropped calls during peak hours.
We need to understand why the Predictive Routing engine is not reflecting the real-time agent status from the WFM schedule. Is there a specific delay or cache issue we should be aware of? Any insights on resolving this 409 Conflict during the schedule sync would be greatly appreciated.