Quick question about a conflict we are seeing between our custom Architect flows for script routing and the published workforce schedules. We are running Genesys Cloud 2024.1 in the US-East-1 environment, and our WFM team is handling the weekly publish window for the Chicago timezone (America/Chicago).
The issue arises when agents are scheduled for “General Support” but are also tagged for “Premium Script Handling” in their profile. When the Architect flow checks the User.Skills attribute to route a high-priority script call, it seems to ignore the Schedule.Status of the agent. We are seeing agents who are currently on a scheduled break or logged out of the general queue still receiving these script-specific calls because the flow logic prioritizes the skill match over the availability state.
Here is the snippet of the routing logic we are using in the Architect flow:
routing_logic:
step_1_check_skill:
condition: "User.Skills contains 'Premium_Script_Handler'"
action: route_to_agent_queue
step_2_check_availability:
condition: "User.Schedule.Status == 'Available'"
action: proceed
else: fallback_to_standard_queue
The problem is that step_1_check_skill triggers an immediate transfer before step_2_check_availability can evaluate the WFM schedule state. We assumed that the system would inherently respect the schedule lock, but the custom flow seems to bypass the standard WFM adherence rules. Is there a specific API endpoint or Architect condition we should be using to force the flow to validate the WFM schedule status before routing based on skills? We want to ensure that agents on scheduled breaks are not disturbed by these high-priority script calls, even if they have the required skill set. Any advice on restructuring this flow to respect the published schedule constraints would be greatly appreciated.