Running into a tricky permission wall with our AI bot flow that needs to check real-time agent availability.
We have a Data Action configured to pull from the WFM API endpoint /api/v2/wfm/schedules to verify if a specific skill group has enough headcount before routing a complex inquiry. This works perfectly fine during standard business hours, but we are seeing a consistent 403 Forbidden error when the bot triggers this action right at the transition of shift changes (around 7 AM and 4 PM CST).
The application user assigned to the bot has the wfm:schedule:read permission, and the underlying API call works flawlessly when tested via Postman using the same service account credentials. The error specifically mentions "error": "Forbidden", "message": "Access denied for resource /api/v2/wfm/schedules".
Has anyone else seen this intermittent locking behavior? We are on Genesys Cloud version 2024.1.1. It feels like there might be a race condition or a caching layer in the WFM service that locks down the schedule data during the weekly schedule publish or shift handover process.
We are trying to avoid hardcoding shift times because our agents use the self-service shift trade feature heavily, so static schedules are a no-go. Is there a known latency or lockout period we should account for in the Architect flow? Or is this a bug with the Data Action token refresh rate during high-concurrency WFM updates?
Any insights on how to handle this gracefully without failing the entire bot interaction would be huge. We are considering adding a retry logic with a delay, but that impacts our CSAT metrics for wait times. Looking for best practices on integrating live WFM data into bot routing without hitting these permission walls.