Can’t get this config to load properly as expected when agents perform shift swaps via the self-service portal. We publish schedules weekly in America/Chicago, but real-time adherence tracking shows a disconnect between WFM status and the WebRTC softphone state.
When an agent accepts a shift swap through the WFM UI, their scheduled interval changes immediately. However, the Genesys Cloud softphone (v2023-11 SDK) often remains in ‘Available’ state for up to 5-10 minutes before reflecting the new schedule constraints. This lag causes routing issues where agents are still receiving calls despite being in a transition period where they should be ‘Not Ready’ or ‘Offline’ according to the updated schedule.
The WFM API shows the swap is processed successfully:
{
"id": "swap-12345",
"status": "approved",
"agent_id": "agent-xyz",
"start_time": "2023-11-15T14:00:00Z",
"end_time": "2023-11-15T18:00:00Z"
}
Yet, the softphone state does not update. We are using the standard WebRTC softphone embedded in the Agent Desktop. No custom Architect flows are interfering with presence updates. The issue persists across Chrome and Edge browsers.
Is there a known latency between WFM schedule updates and softphone presence synchronization? Should we be triggering a manual presence update via API after a swap is approved? Our adherence reports are being skewed by this delay, leading to false violations for agents who are technically following the new schedule but appear ‘Available’ in the system during the gap. Any insights on how to force a sync or reduce this lag would be appreciated. We need a reliable way to ensure the softphone reflects the WFM schedule changes instantly to maintain accurate routing and adherence metrics.