Why does the WFM API v2 is throwing a 409 Conflict when trying to approve shift swaps via the /v2/wfm/schedules/shift-swaps endpoint?
- We are running a weekly schedule publish job for our Chicago-based support team (America/Chicago timezone).
- The job uses Python 3.9 with the
genesyscloudSDK version 1.12.0. - Agents submit swap requests through the Agent Workspace self-service portal, which syncs correctly to the API.
- When our middleware attempts to approve these swaps in bulk before the weekly publish window closes, specific requests fail with HTTP 409.
- The error payload is generic:
{"errors":[{"code":"conflict","message":"Resource conflict"}]}. No detailed reason is provided in the response body. - Manual approval of the exact same swap IDs via the Genesys Cloud admin UI works instantly without errors.
- We have verified that the swapping agents are within their configured shift-swap limits and that the time-off requests do not overlap.
- The conflict only seems to occur when the swap involves a shift boundary crossing midnight in CST.
- We suspect the API might be evaluating the shift end time against the next business day’s availability rules incorrectly.
- This blocks our automated schedule finalization process, forcing us to manually intervene for about 15% of swaps every week.
- We need to know if this is a known limitation with cross-midnight shifts in the WFM API or if there is a specific header or parameter missing in our POST request.
- The request payload includes
approval_status: "APPROVED"and the correctschedule_version_id.