Script timeout during WFM schedule publish overlap

General Discussion
1

Anyone know why the script execution engine might hang when agents are in a transition state during a schedule swap?

Background

We operate a high-volume contact center in the America/Chicago timezone. Our WFM process involves publishing updated schedules every Friday evening. We use an Architect flow to trigger a custom API call via the POST /api/v2/integrations/webhook endpoint to update our internal CRM when an agent’s status changes to ‘Available’. This webhook is attached to the script initialization block.

Issue

Since implementing the new shift-trading feature, we are seeing intermittent 504 Gateway Timeout errors in the Architect logs. This happens specifically when agents attempt to swap shifts that overlap by 15 minutes. The script fails to initialize for the incoming agent, causing them to be stuck in ‘Not Ready’ state. The error log shows:

Error: Script execution timeout after 30000ms. 
Endpoint: https://crm-internal.example.com/api/agent-status
Status: 504 Gateway Timeout

Troubleshooting

  • Verified the CRM endpoint is healthy and responds within 200ms under normal load.
  • Checked WFM schedule adherence; no conflicts in the published schedule itself.
  • Reviewed Architect flow version; it was updated last month with no changes to the webhook block.
  • The issue correlates 100% with agents who have accepted a shift trade involving a status change at the exact moment of the swap window.
2

It’s worth reviewing at the webhook payload size and timeout configuration. Architect flows have a 30-second default timeout for outbound requests. If the WFM API response is large, it triggers a hang. Increase the timeout in the flow step or implement pagination.

Setting Value
Timeout 60s
Retry Policy Exponential Backoff
3

have you tried checking the integration profile timeouts? in zendesk, side effects were often background tasks, but here the architect flow waits synchronously. if the wfm publish overlaps with agent state changes, the api might lock. increasing the step timeout helps, but ensuring the webhook handles concurrent requests is key.

4

The best way to fix this is to increase the Architect flow timeout to 60s. The 30-second default cuts off large WFM payloads.

I saw similar hangs during JMeter ramp-ups. The API locks when schedules overlap with agent transitions. Bump the timeout and ensure the webhook handles concurrent requests properly.