Can’t quite understand why the shift swap endpoint is throwing a conflict error when the schedule is clearly in draft mode.
We are running Genesys Cloud version 2024.1. The weekly schedule publish happens at 17:00 CST on Fridays. Our agents use the self-service portal to request swaps between 08:00 and 16:00 CST on weekdays. The WFM module is configured to allow swaps up to 48 hours in advance.
Recently, agents report that their swap requests fail with a HTTP 409 Conflict. The response body indicates: {"code":"CONFLICT","message":"Schedule is currently locked for editing."}.
I checked the schedule status via the GET /api/v2/wfm/schedules/{scheduleId} endpoint. The status returns DRAFT. The lock status is UNLOCKED. There are no active publishing jobs running during the time these errors occur.
The issue seems to correlate with specific skill groups. Agents with the ‘Tier 2 Support’ skill are affected. Agents with ‘Tier 1 Support’ can swap without issues. Both groups are in the same schedule.
I reviewed the agent profiles. The permission set wfm:schedule:edit is assigned to both groups. The role WFM Schedule Manager is applied to the supervisors who approve the swaps.
Could there be a hidden dependency on the resource availability calculation? The Tier 2 agents have stricter adherence rules. Maybe the system prevents swaps that would violate the minimum staffing threshold for that specific skill?
I need to know if this is a known limitation or a configuration error. We want to enable seamless shift trading for all tiers. The current error message is misleading. It suggests a lock issue. The actual problem might be a business rule violation.
How can I identify the specific constraint causing the 409 Conflict for Tier 2 agents during shift swaps in a DRAFT schedule?