Looking for some advice on troubleshooting this recurring 400 Bad Request error when publishing weekly schedules via the WFM API. The payload fails validation specifically on shift swap requests that cross midnight, even though the agent availability windows are correctly configured in the Chicago timezone.
The error response highlights a conflict in the swap_request object, citing invalid time boundaries. We are using the standard REST endpoint for schedule publication and have verified that the agent IDs match the roster. Any insights on handling overnight swap validations in the API payload?
TL;DR: Verify your time boundary definitions in the swap payload.
Check your swap_request object to ensure the start_time and end_time fields are strictly in ISO 8601 format with explicit timezone offsets, such as 2023-10-27T23:00:00-05:00. The 400 error often triggers when the API interprets a midnight-crossing swap as having an end time that precedes the start time due to missing or ambiguous offset data.
In our APAC BYOC environments, we see similar validation failures when the system attempts to reconcile local agent availability against the trunk registration logs. The WFM engine likely validates the swap against the agent’s profile timezone first. If the payload uses a naive datetime string, the parser might default to UTC, causing the shift to appear outside the allowed window.
Explicitly define the timezone offset in every timestamp field. Also, ensure the swap_end_time is at least one minute after the swap_start_time to avoid zero-duration conflicts. This usually resolves the boundary conflict without needing to adjust the underlying availability windows.
It depends, but generally… explicit timezone offsets in the ISO 8601 format are non-negotiable for Genesys Cloud WFM APIs.
In Zendesk, schedule conflicts were often handled more loosely on the client side, but GC enforces strict server-side validation for any swap crossing midnight.
Ensure your payload uses 2023-10-27T23:00:00-05:00 syntax to avoid the API interpreting the end time as preceding the start time due to missing offset data.