WFM Schedule Publish Audit Trail Missing for Shift Swaps

General Discussion
1

My current config is completely failing… specifically regarding the visibility of shift swap events in the WFM audit logs. We are running Genesys Cloud version 2024.1 and our weekly schedule publish window is set for Friday at 16:30 CST. The issue is that while the shift swaps are successfully processed and reflected in the final published schedule, the audit trail does not capture the specific shift_swap events when they are executed via the WFM API during this window. This is critical for our compliance reporting and agent performance tracking.

Here are the steps to reproduce the issue:

  1. Navigate to the WFM module and create a draft schedule for the upcoming week.
  2. Initiate a shift swap between two agents with valid permissions and overlapping availability using the POST /api/v2/wfm/schedules/{scheduleId}/shiftswaps endpoint.
  3. Verify the swap is accepted and the schedule status remains in draft.
  4. Publish the schedule using the standard publish process or the POST /api/v2/wfm/schedules/{scheduleId}/publish API call.
  5. Check the Audit Trail report filtered by WFM events and the specific date range.
  6. Observe that while general schedule publish events are logged, the individual shift swap transactions are missing from the detailed event log.

We have confirmed that the agents involved have the wfm:shiftswap:manage permission and the schedule is not locked during the swap process. The error is not a 409 conflict or a 400 bad request, but rather a silent omission in the logging mechanism. This has been consistent across multiple publish cycles over the last three weeks. Is there a known limitation with the audit trail granularity for API-driven shift swaps, or is there a specific configuration in the reporting settings that needs to be enabled to capture these events? We need this data to reconcile our adherence reports accurately.