Hi all,
We are currently executing a migration to Genesys Cloud 2024-09, and the predictive routing queues are negatively impacting our SLA targets. From a strategic standpoint, we need to understand how to structure the forecast upload to bypass these validation blocks so we can move forward.
I’ve directed the engineering team to adjust the models, but the dashboard continues to return a vague 409 conflict when syncing historical interaction data. We are hitting the POST /api/v2/workforcemanagement/historicaldata/validate endpoint using SDK version 12.4.0, yet payload validation fails without providing a clear reason for the rejection. Capacity planning for next quarter is contingent on these routing weights stabilizing, so the technical staff is currently working through the configuration manually.
Regarding the flow configuration, the Architect flow for the predictive queue is set with predictive_routing_mode: true and a max_wait_time of 120 seconds. However, agents are still receiving calls outside their skill thresholds. Licensing is confirmed as GC3 across the board, so entitlements shouldn’t be the bottleneck. The overall setup feels misaligned with our operational goals.
The system logs only show a truncated sequence before cutting off, which isn’t helping the team isolate the routing algorithm. Here is what we pulled from the debug console:
2024-10-15T14:22:01Z [WARN] PredictiveEngine::calculateScore - timeout exceeded
2024-10-15T14:22:03Z [ERROR] QueueAssign::dispatch - null reference in skill matrix
... truncated ...
Management requires a clear path forward before the Q1 budget review. The current setup is bleeding handle time across three regions, and routing weights keep resetting after every nightly maintenance window. Additionally, the fallback to standard longest-idle isn’t triggering properly.
We’ve asked the implementation partner to review the JSON schema for the forecast upload, but they are pointing back to our environment variables. The error trace cuts off right before the authentication handshake completes, leaving the pipeline stuck in a retry loop.
Can anyone advise on the best approach to resolve these validation issues and stabilize the routing?