Hi all,
I am running into a persistent issue with our weekly schedule publishing process using the Genesys Cloud WFM API. We are on version 2024.2.0 and manage a mixed environment of US-based agents (Central Time) and some APAC BYOC groups.
When we attempt to publish the finalized schedule via POST /api/v2/wfm/schedules/publish, we consistently receive a 409 Conflict error for specific agents who have approved shift swaps. The error payload indicates:
{
"code": "invalid_request",
"message": "Schedule conflict detected for agent ID 12345: Shift swap approval overlaps with published shift."
}
We have verified that the shift swaps were approved via the self-service portal and confirmed via GET /api/v2/wfm/scheduling/shiftswaps/{id} that they are in an ‘approved’ state. However, the publishing logic seems to treat these approved swaps as conflicts rather than incorporating them into the final schedule.
Has anyone encountered this behavior with recent updates? We are trying to automate this process to reduce manual intervention, but this error blocks the entire publication for the affected group. Any insights on how to properly sequence the API calls or if there is a known bug with shift swap integration in the current release would be greatly appreciated.
Thanks in advance for the help!