Could someone clarify why the ‘Get Agent Schedule’ Data Action in Architect is returning a null schedule object for agents actively participating in an approved shift swap? We are running into a critical issue during our weekly schedule publication workflow where the integration fails to fetch the adjusted availability windows for agents who have successfully traded shifts via the WFM Self-Service portal.
The environment is Genesys Cloud Production, and we are using the latest version of the WFM Data Action bundle. The standard GET /api/v2/wfm/schedule/agent/{agentId} endpoint works perfectly in Postman, returning the correct shift details including the swapped time blocks. However, when the same agent ID is passed through the Architect flow during a real-time interaction, the Data Action returns an empty JSON object. This discrepancy is causing our IVR routing logic to misdirect calls because it relies on the schedule data to determine if an agent is available based on their current shift status.
The issue seems isolated to agents with active shift trades. Agents with static schedules or those who have requested but not yet approved time-off are fetched correctly. We have verified that the OAuth token used by the flow has the correct WFM scopes, and the flow is deployed to the same region as our BYOC instance. The logs show no authentication errors, just a successful 200 OK response with a null body for the schedule data.
- Verified the agent IDs and shift swap approval status in the WFM UI, confirming the trades are active and reflected in the published schedule.
- Tested the Data Action with a static schedule agent ID in the same flow, which successfully returned the expected schedule object, ruling out a general configuration issue with the Data Action itself.