Configuration is broken for some reason… We are seeing a massive drop in predictive routing accuracy immediately following our weekly schedule publish at 17:00 CST. The WFM module updates agent statuses to ‘Available’ and assigns them to the correct skill groups, but the routing engine seems to treat a significant portion of the workforce as ‘Offline’ for the next 15-20 minutes.
We are using the Genesys Cloud API v2 to monitor this. When we query GET /api/v2/routing/users/{userId}/state for agents who should be online, the response returns valid data. However, when we look at the queue metrics via GET /api/v2/analytics/queues/realtime, the available_agents count is significantly lower than what WFM shows. This discrepancy causes predictive routing to route calls to overflow queues or hold times to spike unnecessarily.
We noticed a specific error in the Architect flow logs when the routing attempts to validate agent availability during this window:
“Error 400: Bad Request. The requested resource is not available. Agent state mismatch detected between WFM and Routing services.”
This error only appears for agents whose schedules were modified via shift swaps in the 24 hours prior to the publish. Agents with static schedules do not experience this lag. We have verified that the wfm:schedule:publish event completes successfully and returns a 200 OK. The issue seems to be a synchronization delay between the WFM database and the Predictive Routing cache.
Is there a known limitation or a specific API call we need to trigger to force a cache refresh for Predictive Routing after a WFM publish? We are currently on Genesys Cloud version 2023-10. We have tried waiting longer before publishing, but the business impact of the routing errors is too high. We need a way to ensure the routing engine sees the updated agent states immediately after the schedule goes live.