Stuck on aligning WFM schedule adherence with Predictive Routing queue targets. When agents are marked as ‘On Break’ in WFM, they are still being assigned conversations in the sales_outbound queue. The API call to /api/v2/wfm/schedules/adherence returns 200 OK, but the routing engine ignores the status. Is there a specific attribute mapping required in the Architect flow to respect WFM states? Here is the payload I am sending to update the agent status:
It varies, but usually the adherence api just logs data, it doesn’t control routing. you need to use the /api/v2/users/{id} endpoint to set the user’s presence state to offline or onbreak so the routing engine actually sees the change.
I’d suggest checking out at the genesyscloud_user presence configuration. The adherence endpoint is read-only for reporting. Updating /api/v2/users/{id} directly is the correct mechanism to halt routing. See the official documentation for presence state mappings: https://developer.genesys.cloud/apidocs/user-management.
This looks like a common misunderstanding of API responsibilities.
Cause: The adherence endpoint is strictly for reporting and audit trails, not state control. It does not signal the routing engine.
Solution: Use the User Management API to explicitly set presence.
PUT /api/v2/users/{userId}
{
"presence": "offline"
}
Updating the user status directly stops routing immediately. Relying on WFM data alone creates a gap in chain of custody for legal reviews. Ensure the timestamp of the status change matches the export metadata.