Predictive Routing score skew after Schedule Publish

[WARN] RoutingScoreCalculator: Agent availability mismatch detected for skill 'Support_L2'. Expected 15 agents, found 12.

The predictive routing scores for our L2 support queue are consistently underestimating agent availability immediately following the weekly schedule publish. We are using the Genesys Cloud WFM API v2 to push schedules, and while the schedule appears correct in the WFM dashboard, the real-time routing engine seems to cache a stale view of agent status. This happens specifically in the America/Chicago timezone window between 08:00 and 09:00 CT when the bulk publish job completes.

We have verified that agent preferences and shift swaps are correctly reflected in the WFM module. The issue appears to be a synchronization lag between the WFM schedule state and the Predictive Routing capacity model. Are there known latency issues with the routing score recalculation job after a high-volume schedule publish? We are currently seeing a 15-20% drop in predicted handle time accuracy during this window, which is causing unnecessary queue buildup.

The quickest way to solve this is to ensure the schedule publish completes fully before checking routing scores. The 202 OK only means the job is queued, not applied. Wait for the final status update via the WFM API before expecting the predictive engine to reflect the new agent availability. Race conditions are common here.

What’s happening here is that the performance dashboard metrics lag behind the routing engine state. confirming the schedule publish status via the wfm api resolved the availability mismatch for our l2 queue. the dashboard now reflects the correct agent count, though the initial predictive scores remained skewed until the next refresh cycle.