The WFM schedule adherence feed keeps bombing out when wiring it into a Quality Management scoring rule for outbound pacing thresholds. Running the 2023-11-21 release on our production org, and the admin UI throws a 400 Bad Request with error_code: quality:scoring:invalid_rule_reference every time the save button gets clicked. It’s supposed to pull agent availability windows from WFM and cross-reference them against our predictive dialer’s abandonment caps. The callable window logic handles the DST shift fine, but the WFM integration treats the timestamp offset like garbage. Console logs show the payload hitting POST /api/v2/quality/scoringrules with a valid scheduleAdherence condition type, yet the response body just dumps a generic validation failure. The UI spinner does jack all after that.
Browser cache cleared, static date ranges tested, scoring group rebuilt from scratch. The predictive mode still defaults to progressive because the pacing algorithm can’t read the adherence feed. Abandonment rates are creeping past 3.5% during peak hours, and the compliance team is breathing down my neck about TCPA window violations. The admin dashboard shows the WFM data source as connected, status green, but the scoring rule won’t bind. Forced the wfm:schedule:read permission on the service account tied to the quality evaluation bot. Nothing changes. The rule stays in draft mode, throwing the same invalid_rule_reference error on submit.