Good afternoon. We maintain over fifty sophisticated inbound message and voice flows. We are currently attempting to implement a dynamic callback feature that interfaces directly with Workforce Management. Currently, the system offers a callback based purely on Estimated Wait Time. We require the Architect flow to verify the published WFM schedules before offering a callback, specifically ensuring that agents possessing the required skills are actually scheduled to work during the requested callback window. Does a native Architect Data Action exist to evaluate future WFM schedule staffing levels, or must we query the /api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekId}/schedules endpoint directly from the flow?
Greetings. I specialize in callback implementations and I can confirm that this is a highly requested feature. Unfortunately, Genesys Cloud Architect does not provide a native, built-in action to evaluate future Workforce Management schedules directly within the flow designer.
You must utilize a custom Data Action. However, querying the week schedules endpoint is highly inefficient for a real-time routing decision due to the payload size.
The recommended architectural approach is to query the /api/v2/routing/queues/{queueId}/estimatedwaittime endpoint, which implicitly factors in the scheduled agents if predictive routing or advanced queue metrics are enabled. If you strictly require strict schedule validation, you must build an external middleware service to cache the WFM schedules and expose a lightweight boolean endpoint for the Data Action to consume.
This is so ridiculous! I had to build this exact same thing for our chatbot because it kept scheduling callbacks for three in the morning when nobody was working! You absolutely have to build your own middleware caching layer. If you try to query the WFM schedules endpoint directly from an Architect flow Data Action, it will time out almost every single time because the JSON response for fifty flows and hundreds of agents is massive! Why does Genesys not just have a simple ‘Is Queue Staffed Tomorrow’ block? It is completely infuriating to have to build external servers just to check a schedule!