Running into a persistent 409 Conflict error when attempting to publish the weekly schedule via the /api/v2/wfm/schedules/{scheduleId}/publish endpoint. This happens specifically when an agent has an approved shift swap that overlaps with a mandatory training session already locked in the template.
The error payload indicates a SCHEDULE_CONFLICT but doesn’t specify which resource is causing the block. We are using Genesys Cloud version 2023-09-LTS. The swap was approved through the Agent Self-Service portal, so the status shows as APPROVED in the UI. However, the publish job fails silently in the background until the API call times out.
Has anyone encountered this specific overlap scenario? Are there specific rules in the WFM configuration that need to be adjusted to allow swaps that override training blocks? Or is this a known limitation with the bulk publish logic? Need to get these schedules out before the Chicago morning shift starts, so any workaround or API parameter tweak would be appreciated.