My current config is completely failing when calling the /api/v2/wfm/schedules/adherences endpoint. The request fails with a 500 Internal Server Error specifically for agents marked as unavailable during the Chicago timezone shift window.
We are using the latest Genesys Cloud Python SDK and the query parameters match the published weekly schedule exactly. This worked fine last week before the patch update.
Need to know if this is a known issue with the adherence calculation engine or if the date format for the startTime parameter needs adjustment.
# Check date format in request payload
payload = {
"dateRangeStart": "2023-10-01T00:00:00Z",
"dateRangeEnd": "2023-10-07T23:59:59Z"
}
The easiest way to fix this is to verify the ISO8601 timestamps include the ‘Z’ suffix for UTC. The 500 error often stems from timezone parsing failures during daylight saving shifts. Ensure the Python SDK serializes dates correctly before sending.
You need to verify that the date parameters align with the platform’s strict UTC enforcement before submitting the request. The error often obscures a simpler issue regarding temporal alignment.
The suggestion above correctly identifies the timestamp format. Ensure the ISO8601 strings include the ‘Z’ suffix to prevent parsing failures during adherence calculations.
Take a look at at the serialization of the agent identifiers in the request body. The 500 error often masks a schema validation failure deep in the WFM service layer, specifically when handling mixed availability states during timezone transitions.
The previous answers focus on the date range, which is important, but the payload structure for adherence requests is stricter than it appears. If you are passing agent IDs as strings instead of integers, or if the nested object structure for adherenceType is malformed, the server crashes rather than returning a 400. This is a known issue with certain SDK versions that auto-serialize complex objects.
Check your actual HTTP request before it hits the endpoint. Use a tool like Postman or a debug logger to inspect the raw JSON. Ensure the agentIds array contains valid UUIDs or integer IDs exactly as they appear in the /api/v2/wfm/users endpoint.
Here is a minimal working example using the CLI to bypass SDK serialization quirks:
If the CLI works but the SDK fails, the issue is likely in how your Python code constructs the payload. The SDK might be sending null values for optional fields that the new patch treats as mandatory. Explicitly define all required fields in your request object.
Also, verify that the agents marked “unavailable” actually have a valid schedule entry for that specific time block. If the schedule is missing for the Chicago shift window, the adherence engine throws a 500 instead of a 404. This is a backend bug that is currently being tracked. Ensure your schedule publishing pipeline ran successfully before querying adherence.
The quickest way to solve this is to isolate the payload serialization before hitting the endpoint again. Since you are using the Python SDK, the 500 error is likely not a server-side crash but a malformed JSON structure being sent to the WFM adherence engine. The SDK sometimes fails to convert nested agent availability states into the strict schema required by Genesys Cloud when timezone boundaries are involved.
Check your request object before sending. Ensure the dateRangeStart and dateRangeEnd are explicitly formatted as ISO8601 strings with the ‘Z’ suffix. The WFM API does not tolerate ambiguous timezone offsets in adherence queries. Also, verify that the agent IDs are passed as integers, not strings. Mixed types in the agent array can cause the backend parser to fail silently or throw a generic 500 instead of a 400 Bad Request.
Here is a minimal test payload to verify the structure:
payload = {
"dateRangeStart": "2023-10-01T00:00:00Z",
"dateRangeEnd": "2023-10-07T23:59:59Z",
"agentIds": [123456, 789012], # Ensure these are integers
"groupBy": "agent"
}
# Print the raw JSON to verify serialization
import json
print(json.dumps(payload, indent=2))
If the print output looks correct but the API still fails, try reducing the date range to a single day. This helps determine if the issue is related to the volume of data being processed during the Chicago shift window. The adherence calculation engine can struggle with large datasets if the tenant has not optimized the schedule group settings for cross-timezone queries.
Verify ISO8601 format with ‘Z’ suffix
Check agent ID data types (int vs string)
Reduce date range to isolate volume issues
Review tenant-level WFM config for timezone handling