Stuck on a synchronization issue between WFM schedule publishing and Predictive Routing capacity calculations. We publish our weekly schedules every Tuesday at 09:00 CST, but immediately after the publish job completes, we see a spike in abandoned calls in our high-priority queues.
The issue seems to stem from the delay in the /api/v2/wfm/schedules/agents/{agentId} status propagating to the predictive routing engine. Agents who have just been marked as ‘Available’ for their new shift are still being treated as ‘Unavailable’ by the router for about 15 minutes post-publish. This causes the system to underestimate available capacity, leading to rapid queue buildup and increased wait times.
We are using the latest WFM SDK and have verified that the schedule adherence data is correct in the WFM dashboard. The problem appears isolated to the predictive routing logic not picking up the state change fast enough. Has anyone found a way to force a faster sync or reduce the propagation delay? We cannot afford this 15-minute blind spot during our peak shift changes.