stuck on bot intent mismatch after wfm schedule push. the architect flow works fine in test but fails in prod with 400 bad request when agent availability changes via the schedule api. endpoint is /api/v2/analytics/conversations/details/query and sdk version is 12.4. any ideas?
This looks like a configuration drift between the Architect flow logic and the active schedule state, rather than a pure API issue. When the schedule pushes, it can alter agent availability flags that the bot does not expect, causing the intent mismatch.
- Check the Queue Configuration in Admin. Ensure the “Digital Engagement” settings align with the current WFM schedule. Specifically, verify that the routing strategy does not rely on real-time availability checks that fail during sync.
- Review the Architect Flow. Look for any “Get User” or “Check Availability” actions. These may return null or stale data if the schedule push has not fully propagated to the analytics engine.
- Add a small delay or retry logic in the flow if possible, or force a cache refresh by toggling the queue status.
- Monitor the Performance Dashboard. Look for spikes in “Unanswered” or “Abandoned” metrics immediately after the schedule push. This helps confirm if the issue is widespread or isolated to specific agents.
The key is ensuring the bot logic accounts for the transient state during schedule updates.