Why is this setting causing the screen recording ingestion endpoint to reject valid metadata when agents have pending shift swaps? We are automating quality assurance workflows using the Genesys Cloud Python SDK (v15.2.0). When attempting to tag recordings via /api/v2/quality/recordings, the system returns a 409 Conflict if the agent’s schedule contains unresolved trade requests. Is this expected behavior for WFM-integrated quality tools?
If you check the docs, they mention that the conflict stems from a mismatch in how agent availability is handled during shift trades, similar to how Zendesk ticket ownership conflicts arise during handoffs. In Genesys Cloud, the Quality module might lock metadata updates if the system cannot definitively assign the interaction to an active session due to pending schedule changes. This is a common friction point when migrating from Zendesk, where ticket status changes are more decoupled from agent scheduling. To resolve this, ensure the agent’s schedule is published and trades are finalized before the recording ingestion window closes. You can also check the wfm:schedule:manage permission, as unresolved trades sometimes require explicit admin intervention to clear the conflict state. Aligning your WFM settings with the Quality module’s expectations prevents these 409 errors, much like syncing Zendesk SLA policies with GC routing rules ensures smooth data flow.