Could someone clarify why the bulk schedule import endpoint is returning a 409 Conflict response for agents assigned to our AP-SG BYOC trunks? We are using the WFM API v2 to push schedule updates via a custom AppFoundry integration. The payload adheres to the strict ISO 8601 format with explicit +08:00 timezone offsets, and we have verified that no overlapping intervals exist for the targeted user IDs.
The error occurs specifically when the schedule window crosses the midnight boundary in the Asia/Singapore timezone. The API response body indicates a “interval_overlap” violation, yet manual inspection of the database confirms clean records. This issue persists across multiple agent groups, affecting roughly 15% of our workforce during the nightly sync process. We have attempted to stagger the API calls and implement exponential backoff, but the conflict remains consistent.
Is there a known quirk with the WFM engine regarding timezone normalization for BYOC-linked users? Or should we be adjusting the interval start/end parameters differently to avoid this false positive? Any insights into the underlying validation logic would be appreciated.
Thank you.