How come this setting causes a Gateway Timeout (504) when I try to programmatically lock an agent’s script adherence during peak shift swap windows?
We are running Genesys Cloud version 24.1.3 in our Chicago-based environment. Our workforce management process relies on bulk-publishing schedules every Monday, but we also need to dynamically enforce specific script versions for agents who are swapping shifts last minute. The standard UI works fine, but when we hit the PUT /api/v2/wfm/schedules/schedule/{scheduleId}/adherence endpoint with the script_id parameter, the request hangs for exactly 60 seconds before failing.
The payload looks correct:
{
"script_id": "script-uuid-123",
"enforce": true
}
This only happens when the agent is currently in a ‘break’ state within the WFM module. If they are ‘available’, the API responds instantly. Is there a known locking mechanism between the WFM schedule engine and the Engagement script engine that causes this deadlock? We need this to work seamlessly so agents don’t get confused about which script to follow after a shift swap.