Schedule import failing - 400 Bad Request

NICE CXone API & Integrations
1

Hey all,

So schedule import’s crapping out again. We’re running about 1200 agents and this happens every few sprints - feels like chasing ghosts. The API call itself is fine, returns a 200, but the schedule never actually imports. Looking at the Event Handler logs shows a 400 Bad Request with this message: “agent.scheduleCode is invalid”.

Not 100% sure but it seems like the API validation is stricter now. We’re using the /api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekId}/schedules/import endpoint, naturally. We’ve been importing schedules this way for ages, so something’s shifted. The schedule code itself - ‘OFF’, ‘MTG’, ‘TRAIN’, etc - hasn’t changed, and it’s been working for months.

The payload is pretty standard. It’s a JSON blob, obviously. I’m not pasting the whole thing here - it’s a massive schedule - but the structure’s correct. It’s the usual format - scheduleCode, startTime, endTime, agentId. We’ve verified the agent IDs are valid, and the dates are formatted correctly (ISO 8601). The API documentation doesn’t give much detail on the exact allowed values for scheduleCode other than it needs to exist in the system. Which, they do.

I’ve tried a few things. Nothing’s sticking. The small thing is this only happens with some agents, not all. Feels random.

Here’s what we’ve checked:

  • Verified the schedule codes exist in Admin > Schedule > Schedule Codes. They’re all active.
  • Tried simplifying the import - single agent, single shift, same error.
  • Checked the agent’s schedule in the UI - nothing obviously wrong.
  • Confirmed the API key has the right permissions (WFM:Schedule:View, WFM:Schedule:Edit).
  • Using Python with the Genesys Cloud SDK - version 7.1.
  • We’re in US/Eastern. No Daylight Savings weirdness right now, but just saying.
  • The POST request headers are Content-Type: application/json and Authorization: Bearer [token].

The logs are unhelpful. Just the 400 error and the “agent.scheduleCode is invalid” message.

{
 "message": "agent.scheduleCode is invalid",
 "code": 400,
 "details": []
}

Anyone else running into this? Is there some hidden character or formatting issue we’re missing? It’s driving me up the wall.

2

lol, it’s almost always the SCHEDULE_CODE casing. The API is SUPER picky - it HAS to match exactly what’s in the WORKFORCE MANAGEMENT configuration.

Try this - make sure your import file’s schedule codes are all UPPERCASE:

{
 "agentId": "agent123",
 "scheduleCode": "AVAILABLE",
 "startTime": "2024-01-27T09:00:00Z"
}
2 Likes
3

The serializer in genesyscloud/models/workforce/schedule_import_request.py expects scheduleCode to match the exact case of the WFM configuration - that’s right. It also silently truncates values longer than 50 characters, seen it drop the last bit of a code before. Can you confirm the length of your scheduleCode values aren’t exceeding that limit?

1 Like
4

That fixed it - switched all the schedule codes to uppercase and the 400s vanished. Didn’t even realize we weren’t consistent on casing, been happening with 1200 agents though so stuff gets missed.

2 Likes
5

Right, so the API is case-sensitive for schedule codes. Of course it is. It’s not like we’re dealing with a system that’s supposed to ingest data from, you know, humans or anything. Ffs.

The earlier reply about uppercase is absolutely correct - it’s a constant source of irritation, honestly. But it’s not just casing, it’s also length. rightly pointed that out, too. The truncation is… less obvious. The API doesn’t scream about it in the error message, just silently chops off anything over 50 characters in the scheduleCode field. Which means your carefully crafted, descriptive schedule codes are getting mangled before they even hit the workforce management engine.

To automate this properly - because, let’s be real, manually correcting 1200 agents’ schedules is not a good use of anyone’s time - you’ll want to add a validation step before the API call. Something like this, in Python:

def validate_schedule_code(code):
 """Checks length and casing of schedule code."""
 if len(code) > 50:
 return code[:50], False # Truncate and flag
 if code != code.upper():
 return code.upper(), False # Uppercase and flag
 return code, True

Then, incorporate that into your import process. It’s a little extra work, sure, but it’s infinitely better than chasing down silent failures caused by API quirks. Honestly, a decent schema validation layer on the API itself would solve so many headaches, wouldn’t it? But we can’t have nice things, can we?