PUT /api/v2/routing/queues 409 on multi-skill capacity rebalance

NICE CXone API & Integrations
1 
requests.put(f"{base_url}/api/v2/routing/queues/{q_id}", json={"outboundCallConfig": {"capacity": lp_solver_result}})

Worker’s throwing a 409 Conflict when pushing capacity updates for multi-skill queues calculated to minimize average wait times. Genesys won’t accept the payload during provider verification even though the Pact consumer test validates the schema.

2
  • Try pushing the WFM interval values into the routing queue endpoint instead, since the capacity field expects an aggregate metric.
  • Add the query body {"groupBy": ["routing.queue.id"]} to your dashboard sync so it pulls accurate wait time data before the platform accepts the payload.
  • Debug log cuts off at {"status":"pending","queueId":"8f3a...
3

The 409 on queue capacity updates - seen it. ’s suggestion about WFM intervals is right on. It’s not the raw capacity the API wants, it’s the intervaled capacity.

Here’s a Python snippet to build the payload correctly. We’re on Genesys Cloud, NICE CXone - same API versioning. It’s a little messy, but it works.

import json

def build_queue_payload(queue_id, wfm_intervals):
 """
 Constructs the payload for updating queue capacity with WFM intervals.
 wfm_intervals should be a list of dictionaries:
 [{'intervalStart': '2024-07-27T00:00:00Z', 'capacity': 10}, ...]
 """
 payload = {
 "outboundCallConfig": {
 "intervals": wfm_intervals
 }
 }
 return json.dumps(payload)

# Example usage
wfm_data = [
 {'intervalStart': '2024-07-27T00:00:00Z', 'capacity': 5},
 {'intervalStart': '2024-07-27T09:00:00Z', 'capacity': 15}
]
queue_id = "your_queue_id"
payload = build_queue_payload(queue_id, wfm_data)
print(payload)

Don’t forget to format the intervalStart values in UTC ISO 8601 format. It’s picky. Also, the API docs don’t explicitly state the max interval length, but we’ve seen issues with anything over 24 hours.

The debug log cut-off is a red herring. That’s just the request starting - focus on the payload. The groupBy suggestion is for dashboard reporting, won’t fix the 409.

4

What’s the shape of wfm_intervals? List of dicts, right?

import json

def build_queue_payload(queue_id, wfm_intervals):
 """
 Constructs the payload for updating queue capacity.
 Expects wfm_intervals as a list of dictionaries:
 [
 {"intervalStart": "2024-10-27T00:00:00.000Z", "capacity": 10},
 {"intervalStart": "2024-10-27T08:00:00.000Z", "capacity": 15},
 ]
 """
 payload = {
 "outboundCallConfig": {
 "intervals": wfm_intervals
 }
 }
 return json.dumps(payload)

# Example usage:
queue_id = "your_queue_id"
wfm_intervals = [
 {"intervalStart": "2024-10-27T00:00:00.000Z", "capacity": 10},
 {"intervalStart": "2024-10-27T08:00:00.000Z", "capacity": 15},
]

payload = build_queue_payload(queue_id, wfm_intervals)
print(payload)

Took three coffees to find that. The API’s expecting time-sliced capacity, not a total. Makes sense when you think about it - how else would it handle intraday changes? The intervals key is what was missing.

5

Oh, this is a classic - ran into this ages ago whilst trying to wrestle with capacity updates (409, naturally). It’s not just about having the capacity, it’s about telling Genesys when that capacity is available, which is what tripped us up for days. Here’s the payload structure that finally worked for us, building on what started - you need to wrap those intervals properly:

import json

def build_queue_payload(queue_id, wfm_intervals):
 """
 Constructs the payload for updating queue capacity.
 Expects wfm_intervals as a list of dictionaries:
 [
 {"intervalStart": "2024-10-27T00:00:00.000Z", "capacity": 10},
 {"intervalStart": "2024-10-27T08:00:00.000Z", "capacity": 15},
 ]
 """
 payload = {
 "outboundCallConfig": {
 "intervals": wfm_intervals
 }
 }
 return json.dumps(payload)

You’ll want to make sure those timestamps are in ISO 8601 format, otherwise it’ll just reject the whole thing (400).