Looking for advice on a weird discrepancy between WFM adherence and Predictive Routing distribution after our weekly schedule push. We are running Genesys Cloud v24.5.0 in the Chicago environment.
Every Tuesday, we publish the new schedule via the WFM API. Agents with approved shift swaps show as Available in the WFM dashboard, but the Predictive Routing queue metrics show them as Not Ready or Unavailable for the first 15 minutes of their shift. This causes a massive spike in abandon rates because the system thinks capacity is lower than it actually is.
The WFM API returns a 200 OK, but the routing status doesn’t sync. I’ve checked the agent_id and wrap_up_code fields, and everything looks clean. Is there a known latency issue with the Predictive Routing engine picking up shift swap changes from WFM? We need the agents to be routable immediately upon shift start.
Any insights on how to force a status refresh or if this is a backend sync bug?