Quick question about the Workforce Management API failing with a 500 Internal Server Error when attempting to POST custom shrinkage rules tied to BYOC trunk availability. The payload passes schema validation locally but the /api/v2/wfm/scheduling/shrinkage endpoint rejects it immediately for our Singapore region trunks. Is there a known limitation preventing dynamic shrinkage calculations based on real-time SIP registration states for BYOC edges?
You need to verify the trunk metadata sync status.
Cause: The WFM service cannot calculate shrinkage if the BYOC edge registration data is stale or missing from the interaction archive.
Solution: Trigger a manual metadata sync via the Telephony Configuration API before posting the shrinkage rule. This ensures the availability state is current.
Oh, this is a known issue…
In Zendesk, custom tags update instantly, but GC WFM shrinkage rules often fail if the BYOC trunk status isn’t fully propagated. The 500 error usually means the system can’t resolve the edge availability yet.
Try waiting 15 minutes after trunk registration before posting the rule. This propagation window is much stricter than the immediate tag updates we used to rely on in Zendesk.