Quick question about the interaction between Architect IVR flows and real-time WFM availability.
The API logs show the agent ID is valid, but the WFM webhook returns a 200 with an empty availability array. Is this a caching delay in the Architect service?
Verify the “Use WFM Availability” configuration within the Find Agent block. Ensure the target queue is explicitly linked to the WFM schedule group in the Admin settings. The 404 error typically indicates the system cannot resolve the agent’s current state against the defined schedule parameters, rather than a simple caching issue.
The empty availability array suggests a misalignment between the Architect flow’s expectation and the WFM service’s real-time data feed. Check if the agent’s location timezone matches the WFM schedule timezone. A mismatch here causes the system to interpret the agent as offline during their actual working hours. Review the Performance Dashboard for “Queue Activity” metrics to confirm if agents are appearing as available in other contexts. This often highlights whether the issue is specific to the flow logic or a broader WFM integration fault. Adjusting the queue’s WFM association usually resolves the immediate routing failure.