502 Bad Gateway
Time: 08:15 CST
Endpoint: /api/v2/analytics/reporting/report-definitions/schedule-adherence
Background
Running Genesys Cloud 2024.5. Weekly schedule publication is critical for our Chicago-based support team. We rely heavily on the WFM Schedule Adherence report to validate coverage before agents go live. The environment handles high concurrency during the morning ramp-up window.
Issue
The Schedule Adherence report fails to load for the current week’s data. This is causing a major bottleneck since we are in the middle of our weekly schedule publication and need to verify shift trade approvals. The error occurs consistently between 08:00 and 09:00 America/Chicago. Direct API calls return a 502 Bad Gateway status. This suggests a backend service timeout or overload rather than a simple configuration error on our end.
Troubleshooting
- Verified user permissions; the WFM Admin role has full access to reporting resources.
- Checked Network tab; the request hangs for approximately 30 seconds before the 502 response.
- Tested with a reduced date range (single day); the error persists, indicating the issue is not purely data-volume related.
- Confirmed no recent changes to the Architect flows or WFM settings that would impact reporting availability.
Has anyone experienced similar latency or gateway errors with WFM analytics during peak hours? Any workarounds to force a cache refresh or bypass the reporting service temporarily?