Context:
My config is not working… Predictive routing is dropping calls during our Chicago morning peak (8 AM CST). WFM shows 120 agents available, but the queue depth spikes. The Architect flow uses the standard ‘Wait for Agent’ block, yet agents remain idle while callers queue.
Question:
Is there a known latency between WFM schedule publish and Predictive Routing capacity calculation? The API shows correct headcount, but routing logic seems stale.