Why does the Virtual Agent routes to inactive queues when agents execute shift swaps in WFM? The goal is to align bot handoff targets with live schedule adherence data.
Environment details:
The bot ignores the updated availability and sends calls to agents currently on break.
Check your queue routing configuration within the Virtual Agent flow. The issue likely stems from how the handoff action handles agent availability states during dynamic schedule changes.
handoff_action:
target_type: QUEUE
queue_id: "{{queue_id}}"
availability_filter:
enabled: true
include_on_break: false
include_on_lunch: false
include_on_meeting: false
The Virtual Agent does not natively poll WFM shift swap data in real-time. It relies on the Telephony module’s current agent status. When a swap occurs, there is often a propagation delay before the telephony status updates to reflect the new agent’s availability. If the handoff target is a specific queue without an explicit availability filter, the system may route to agents whose status has not yet refreshed.
Ensure the availability_filter is explicitly set to exclude non-working states. Additionally, verify that the queue’s routing strategy prioritizes “Available” agents over those in transitional states. This configuration forces the system to wait for a truly available agent rather than defaulting to the next in line, which might be on break during the swap window.