- Genesys Cloud EU1 Region
- Python 3.9 Migration Script
- Zendesk Support (Professional Tier)
- Target: Genesys Cloud WFM
Trying to understand why the Workforce Management API returns a 409 Conflict error when importing shift schedules for agents migrated from Zendesk. The legacy Zendesk system used simple availability tags, which we mapped to GC schedule classes. The script successfully creates the agent profiles, but fails at the scheduling layer with the message: “Conflict: Overlapping schedule detected for agent ID 8821.”
The endpoint involved is /api/v2/wfm/scheduling/schedules. We verified there are no actual time overlaps in the source data. The Zendesk CSV export shows distinct start and end times. Is Genesys Cloud enforcing a stricter buffer rule between shifts that Zendesk did not have? Or is there a timezone conversion issue affecting the Europe/Paris region settings during the API call? The documentation mentions soft conflicts, but this looks like a hard stop. Need to resolve this before the cutover deadline next week.