What is the reason the /v2/wfm/schedule-adherence endpoint is returning a 400 Bad Request with error code WFM_INVALID_TIME_RANGE when querying adherence for shifts that cross midnight in the America/Chicago timezone? We are using the Python SDK v3.1.2 and constructing the request payload with ISO 8601 timestamps. The issue specifically arises when an agent’s shift starts at 22:00 CST on Day 1 and ends at 06:00 CST on Day 2. The API seems to reject the range even though the documentation explicitly supports multi-day intervals for shift trade analysis. We have verified that the agent IDs are valid and active in the WFM module. The error response body indicates that the end timestamp must be strictly greater than the start timestamp, which is logically true in this scenario. We suspect there might be a hidden validation rule regarding timezone offsets or daylight saving time transitions that is not documented. This is breaking our weekly adherence report automation script. Any insight into the specific validation logic or a workaround for cross-midnight shifts would be appreciated.
You need to ensure the time range parameters are explicitly aligned with the UTC offset expected by the Genesys Cloud WFM API, as the platform strictly validates against server-side UTC rather than local timezone strings. When shifts cross midnight, the internal logic often misinterprets the date boundary if the ISO 8601 string lacks explicit timezone designators or if the local offset is not correctly converted. The API expects the start_time and end_time to be in UTC format without ambiguity. Here is the correct payload structure using Python to handle the conversion:
from datetime import datetime, timezone
# Convert local CST time to UTC explicitly
local_start = datetime(2023, 10, 25, 22, 0, 0)
utc_start = local_start.replace(tzinfo=timezone.utc) # Adjust for actual CST offset if needed
payload = {
"start_time": utc_start.isoformat(),
"end_time": utc_start.isoformat(), # Ensure end time is also UTC
"interval_seconds": 300
}
This approach bypasses the WFM_INVALID_TIME_RANGE error by providing unambiguous UTC timestamps.
This looks like a timezone conversion issue compounded by the way the WFM API handles date boundaries. The suggestion above about UTC is correct, but the Python SDK v3.1.2 often strips the Z or offset if the datetime object is naive. When shifts cross midnight, the internal validator rejects the range if it detects a negative duration or a mismatch against the server’s expected UTC window.
Here is how I structure the payload in my JMeter pre-processors to avoid this:
from datetime import datetime, timedelta
import pytz
# Define Chicago timezone
chicago = pytz.timezone('America/Chicago')
# Shift: 22:00 CST Day 1 to 06:00 CST Day 2
start_dt = chicago.localize(datetime(2023, 10, 25, 22, 0, 0))
end_dt = chicago.localize(datetime(2023, 10, 26, 6, 0, 0))
# Convert explicitly to UTC for the API
utc_start = start_dt.astimezone(pytz.utc).strftime('%Y-%m-%dT%H:%M:%SZ')
utc_end = end_dt.astimezone(pytz.utc).strftime('%Y-%m-%dT%H:%M:%SZ')
payload = {
"start_time": utc_start,
"end_time": utc_end,
"time_zone": "America/Chicago" # Keep this for context if required by specific endpoint version
}
The key is forcing the Z suffix. Without it, Genesys Cloud sometimes defaults to the cluster’s local time (usually US-East), causing the overlap calculation to fail with a 400 error. Also, check your concurrent request rate. If you are hitting the WFM adherence endpoint with more than 10 requests per second per tenant, you might hit rate limits that masquerade as validation errors. Try throttling your JMeter threads to 5 concurrent users and see if the 400 persists. If it switches to a 429, you are dealing with throughput limits, not a payload schema issue.