Trying to make sense of why the script version assigned to an agent changes unexpectedly after a shift swap is executed in the WFM module.
The environment is Genesys Cloud 2024.1 with WFM scheduling configured for weekly publishes at 17:00 CST.
Agents use the WFM self-service portal to request shift swaps, which are approved via the standard workflow.
When a swap occurs, the agent’s schedule updates correctly in WFM, but the Architect flow routing them to the next interaction pulls the wrong script version.
Specifically, the script parameter passed to the interaction is script_v1, but the agent is directed to script_v2 based on the new shift’s time block.
The integration relies on the GET /api/v2/wfm/schedules endpoint to determine the active schedule and map it to the correct script ID.
However, the cache used by the Architect flow seems to retain the previous script assignment until the next full schedule publish cycle.
This results in agents receiving outdated scripts during swapped shifts, causing compliance issues and customer confusion.
We have verified that the script versions are correctly linked to the time blocks in the WFM configuration.
The issue persists even when the swap is executed well outside the publish window.
Logs show that the interaction:script attribute is not being refreshed dynamically upon swap confirmation.
We are using the Genesys Cloud SDK v2 for any custom automation, but the core routing logic is native Architect.
Has anyone configured dynamic script updates based on real-time schedule changes rather than static publish cycles?
The current workaround involves manually reassigning scripts, which is not scalable for our team of 200+ agents.
We need a solution that ensures the script version matches the agent’s active shift immediately after a swap is approved.
Any insights into how the WFM module communicates schedule changes to the routing engine in real time would be appreciated.