Context:
Why does this setting in our BYOC Edge configuration cause a 502 Bad Gateway when syncing real-time agent availability from WFM? Our Chicago team relies on instant shift swap updates, but the local edge node seems to drop the connection specifically when the Screen Recording API is invoked during the validation phase.
We are running Genesys Cloud Release 2024.2 (US-East-1) with the WFM Module Version 2024.2.1. The integration uses a custom Python script leveraging the Genesys Cloud Python SDK v3.4.2. The issue manifests exclusively when an agent attempts to submit a shift trade that overlaps with a scheduled mandatory training session. The system triggers a screen recording compliance check via /api/v2/screenrecordings to verify that the agent has acknowledged the recording policy for the new shift block.
At this precise moment, the API call returns a 500 Internal Server Error. The error log shows a timeout between the local edge node and the central WFM scheduling engine. We have verified that the edge node has sufficient CPU and memory resources. Network latency tests show stable connectivity under 10ms. However, the specific payload sent during the shift swap validation includes a large JSON object containing historical adherence data for the past 30 days.
We suspect the payload size might be exceeding the buffer limit configured in the edge node’s outbound API gateway settings. Alternatively, it could be a serialization issue within the Python SDK when handling nested objects related to screen recording metadata. We have tried reducing the adherence data window to 7 days, which resolves the 500 error, but this breaks our compliance reporting requirements. We need the full 30-day history for the audit trail.
Question:
Is there a known limitation or configuration tweak for the BYOC Edge node to handle larger payloads during WFM shift swap validations involving screen recording checks? Should we be implementing pagination for the adherence data before sending it to the /api/v2/screenrecordings endpoint, or is this a bug in the SDK v3.4.2 handling of concurrent requests? Any insights from others managing similar WFM integrations in US-East-1 would be greatly appreciated.