Struggling to figure out why the Genesys Cloud Platform API returns a 409 Conflict error when our AppFoundry integration attempts to sync agent schedules across multiple organizations using the WFM API endpoints.
We are building a Premium App that aggregates workforce management data from several distinct Genesys Cloud organizations into a unified dashboard. The integration uses the standard OAuth 2.0 client credentials flow to obtain access tokens for each organization. The sync process iterates through a list of agents and attempts to update their weekly schedule via the PUT /api/v2/wfm/users/{userId}/schedule endpoint. This operation works seamlessly for the primary organization. However, when the process targets secondary organizations, specifically those with different locale settings or time zone configurations, the API consistently rejects the request with a 409 Conflict status code.
The error response body indicates a scheduling conflict, yet the payload being sent is identical to the one that succeeds in the primary org, minus the organization-specific user IDs. We have verified that the target users are not currently on breaks or in active interactions. Furthermore, the schedule data includes valid start and end timestamps formatted in ISO 8601 with explicit time zone offsets. We have also confirmed that the API rate limits are not being exceeded, as the requests are spaced out with appropriate delays.
Is there a specific requirement for handling time zone conversions when updating schedules in multi-org environments via the Platform API? Our current implementation assumes that the API handles the conversion from the provided UTC timestamps to the local organization time zone, but the persistent 409 errors suggest otherwise. We have reviewed the API documentation for the WFM endpoints, but it does not explicitly detail how conflicts are resolved or detected in cross-organization scenarios. Any insights into the expected behavior or potential pitfalls in the schedule update logic would be greatly appreciated.