Stuck on WFM Schedule Adherence Data in Architect IVR Flow

Architect & Flows
1

Stuck on integrating real-time schedule adherence data into a custom Architect IVR flow for our workforce management team.

Background
We are a WFM scheduling coordinator team based in Chicago (America/Chicago). Our weekly process involves publishing schedules via the WFM API (Python SDK 2.58.0) and ensuring agents adhere to their shifts. We are running Genesys Cloud CX Version 2024.04 in the US East region. We recently built an internal IVR flow using Architect to allow shift supervisors to query agent adherence status directly via phone, rather than logging into the web interface. The goal is to check if an agent is currently in a compliant state based on their published schedule.

Issue
The issue arises when using the “Get User Info” integration block followed by a custom HTTP request to the WFM API endpoint /api/v2/wfm/schedules/users/{userId}/adherence. When an agent is on an approved shift swap, the adherence data returned in the IVR context does not reflect the swapped shift times. Instead, it seems to default to the original scheduled shift, causing false adherence violations in our voice report. The HTTP request returns a 200 OK, but the JSON payload shows actual_start_time matching the original schedule, not the swap.

Troubleshooting
I have verified the following:

  • The shift swap is approved and visible in the WFM web UI as active.
  • The userId passed to the HTTP block is correct.
  • The API call works correctly in Postman with the same OAuth token, returning the correct swapped shift data.
  • I added a “Set Data” block to manually override the time, but this is not a scalable solution for 200+ agents.

Is there a specific parameter or header missing in the Architect HTTP block that forces it to fetch the live swap data? Or is there a caching delay in the Architect integration context that I am unaware of? We need this data to be accurate within 5 minutes of the swap approval.