Context:
Publishing the weekly schedule for our Chicago team (America/Chicago) and hitting a snag with the Predictive Routing integration. We are using the v2 WFM schedule publish API to push shifts that include specific skill-based capacity constraints. The environment is Genesys Cloud, and the WFM module is configured to sync directly with the Predictive Routing queues. When the schedule contains overlapping shifts for agents with identical high-priority skills, the publish endpoint returns a 409 Conflict error with the message WFM_PREDICTIVE_ROUTING_CAPACITY_MISMATCH. This happens even though the total headcount matches the forecasted demand in the WFM plan. The error specifically points to the capacity_profile field in the shift definition.
Question:
Can anyone clarify if the Predictive Routing module requires explicit manual confirmation of capacity overrides when shifts overlap, or is this a known limitation in the API? We have tried adjusting the skill_level values and ensuring no duplicate entries exist in the agent group, but the 409 persists. Is there a specific flag in the request body that forces the sync to proceed despite the perceived mismatch? We need to get these schedules live before the Monday morning rush, and the manual workaround is costing us significant time.