Can’t get this config to load properly… The Architect flow uses the Get WFM Schedule data action to route calls based on agent availability, but the returned available flag is false even when the schedule shows open shifts in America/Chicago. The API response from /api/v2/wfm/schedules confirms the shift is active, yet the bot continues to route to voicemail. Any ideas why the real-time schedule state isn’t syncing with the flow execution?
Check the timeZone parameter in the data action configuration. The API defaults to UTC if not specified, causing a mismatch with America/Chicago.
configuration = {
timeZone = "America/Chicago"
date = timestamp()
}
Explicitly setting the zone aligns the schedule state with the flow execution.
It’s worth reviewing at the request rate from the bot. Hitting the WFM API too hard causes silent failures or cached stale data during load spikes. Throttle the calls in JMeter to see if the available flag stabilizes.
TL;DR: Cache the schedule.
The documentation actually says WFM data actions can lag during high concurrency. In Zendesk, we cached ticket statuses to avoid API fatigue. Here, store the available flag in a flow variable for 5 minutes. It prevents the bot from hitting the API on every loop iteration.
"set_variable": {
"name": "agent_status",
"value": "{{get_wfm_schedule.result.available}}"
}