Context:
Managing weekly schedule publishing for a 400-seat contact center in the America/Chicago timezone. We rely heavily on the agent self-service portal for shift swaps to maintain high adherence scores. Recently, agents report that valid trade requests are being rejected without clear feedback in the UI.
Question:
What is the correct way to handle 409 Conflict errors returned by the /api/v2/wfm/schedule/shift-trade endpoint when two agents attempt to swap shifts that overlap with existing time-off requests? The system logs show the error, but the frontend just displays a generic ‘Operation Failed’ message. We need to distinguish between a hard schedule constraint violation and a soft preference conflict. Is there a specific query parameter or payload structure in the WFM API v2 that allows us to retrieve the detailed constraint violation reason? We want to surface this directly to agents so they can adjust their requests before the Monday 06:00 CT publish window closes. Currently, we are seeing a 15% increase in manual override tickets due to this lack of visibility.