Can’t get this config to load properly properly following our weekly WFM schedule publication. We are running Genesys Cloud v24.5.0 in the Chicago environment. After pushing the new shift data for the Chicago timezone (America/Chicago), the predictive outbound campaign shows a significant drop in estimated completion times and increased idle time for agents marked as available.
The WFM schedule adherence metrics look correct in the dashboard, but the predictive engine seems to be ignoring the updated shift end times. Agents who should be available until 18:00 CST are being dropped from the distribution pool at 17:00 CST. Checking the predictive campaign settings, the ‘Schedule Awareness’ toggle is enabled.
We verified the agent availability via the wfm:schedule:query endpoint and the timestamps match the published schedule. However, the predictive routing logs show a mismatch in the availability window calculation. Is there a known latency issue between WFM publishing and the predictive routing cache refresh? Or are we missing a specific configuration in the campaign settings to force a cache invalidation after schedule updates?
How do we ensure predictive routing aligns with the newly published WFM shifts without waiting for the next auto-refresh cycle?