Stuck on a problem and need help troubleshooting a discrepancy where the POST /api/v2/routing/skillgroups/{id}/agents endpoint reports 50 agents, but the Architect flow shows only 30 available for Predictive Routing. The integration is using the latest Platform SDK.
{
“code”: “bad_request”,
“message”: “Skill group capacity exceeds available agent count.”
}
The agents are online and assigned correctly in the admin UI. Is there a hidden filter in the predictive queue logic?
If I remember correctly, this mismatch stems from SIP registration states overriding UI status.
Cause: Agents marked online but with failed SIP credentials are excluded from predictive routing capacity.
Solution: Verify trunk health in Admin. Check for 401/407 errors on the specific BYOC trunks. Reset credentials if stale. Ensure availability_code matches the routing filter exactly.
What’s happening here is that load tests often miss the availability_code filter, causing agents to appear online but excluded from predictive routing capacity. Check the agent status in the API response to ensure it matches the routing filter exactly.
routing_status field in the agent list response, not just presence.routing_status: offline even if presence is available.?routing_status=availablethanks for the tip on routing_status. checked the api response and yep, half were marked offline there even though the ui showed available. switched to that filter and the capacity matched up. weird how the ui doesn’t reflect that state clearly.