Context:
Running into a weird bug with our automated quality evaluation workflow. We use a custom integration to trigger QM evaluations based on WFM schedule adherence data. The issue spikes specifically when agents execute shift swaps via the self-service portal.
Our environment runs Genesys Cloud 2024.2.0 in US-East-1. The workflow uses the POST /api/v2/quality/evaluations endpoint to create evaluations for calls that occurred during swapped shifts. When the swap is finalized in WFM, the system attempts to sync the evaluation metadata. Instead of succeeding, the API returns a 409 Conflict error with the message: Entity state conflict. The evaluation record is locked by another process.
This only happens for evaluations tied to shift-swapped intervals. Standard schedule adherence evaluations post without issue. We have verified that no other integration is touching these records. The WFM schedule publish happens weekly on Sunday, but these errors occur in real-time as swaps are approved.
Question:
Is there a known locking mechanism in the QM API that conflicts with WFM shift swap events? We need to ensure evaluations are created for swapped shifts without manual intervention. Any insights on how to handle this state conflict or bypass the lock?