We are encountering a persistent 409 Conflict error when attempting to import agent schedules via the Workforce Management API (/api/v2/wfm/schedules) within our AppFoundry partner application. This issue arises specifically when processing bulk schedule updates for a multi-tenant environment where agents are shared across different scheduling groups.
Our integration utilizes multi-org OAuth to manage schedules for various client organizations. The error response body indicates that the schedule update conflicts with an existing assignment, despite our pre-flight validation checks confirming that no overlapping assignments exist in the target time window. We are using the latest version of the Genesys Cloud SDK for Node.js (v3.10.2) and have verified that the timezone parameters are correctly aligned with the user’s local timezone (America/Los_Angeles) as per our previous migration experiences.
The specific error payload is as follows:
{
"code": "conflict",
"message": "Schedule update conflicts with existing assignment.",
"details": "Agent ID 12345 has an existing assignment that overlaps with the requested schedule."
}
We have attempted to resolve this by implementing a retry mechanism with exponential backoff, but the conflict persists. Additionally, we have checked for any ongoing schedule merges or conflicts using the /api/v2/wfm/schedules/{scheduleId}/conflicts endpoint, which returns an empty array, suggesting no active conflicts.
Could this be related to a caching issue on the Genesys Cloud side, or is there a specific sequence of API calls required to safely update schedules in a high-concurrency multi-org environment? We are looking for best practices to handle these conflicts without manual intervention, as this impacts our automated scheduling workflows for enterprise clients.