Could use a hand troubleshooting this recurring validation error during our weekly schedule publish in the America/Chicago timezone.
The WFM module is rejecting shift swap requests with a 409 Conflict response. This happens specifically when agents attempt to trade shifts with different primary skill assignments.
Our environment uses Genesys Cloud version 2024.1. The error payload points to a skill coverage violation in the wfm/schedule API.
We have configured strict adherence rules. These rules prevent swaps that would drop skill coverage below 85%. However, the agents involved have identical secondary skills. The system should theoretically allow the trade.
The logs show the validation engine checking primary skills only. It ignores the secondary skill overlap. This creates a false positive conflict.
Is there a configuration setting to weight secondary skills during swap validation? Or is this a known limitation in the current WFM release?
We need a workaround to allow these trades without manually overriding the schedule. Manual overrides defeat the purpose of agent self-service.
Any insights on how to adjust the validation logic would be appreciated. We want to maintain high adherence while offering flexibility to the team.