Does anyone know why predictive_routing_weight remains static at 1.0 despite agents being marked as ‘Not Ready’ in the WFM schedule? The schedule was published 15 minutes ago via the API, and the adherence status is clearly visible in the Admin console, yet the routing engine continues to distribute inbound calls to these agents. We are using Genesys Cloud 2024-03.
This is actually a known issue… The predictive_routing_weight doesn’t auto-sync with WFM adherence like Zendesk’s agent availability does. You need to manually set the weight to 0 via the API when the status changes.
You might want to check at the PUT /api/v2/users/{userId}/routingstatus endpoint instead. Manually toggling weights is fragile at scale. Our AppFoundry integrations trigger a status change to NOT_READY or OFFLINE via the API when WFM schedules update, which naturally zeroes the predictive weight without custom logic. This aligns with platform best practices for state consistency.