- Environment: Genesys Cloud CX, US East region
- Role: Workforce Management Scheduling Coordinator
- Timezone: America/Chicago
- API Version: v2 WFM Schedules
- SDK: Genesys Cloud Python SDK 2.10.3
Running into a weird bug with our weekly schedule publishing process. Every Tuesday around 10 AM CST, when we attempt to publish the finalized schedule after a heavy batch of agent-initiated shift swaps, the API call to POST /api/v2/workforcemanagement/businessunits/{businessUnitId}/opportunities/bulk/publish returns a 409 Conflict error. This is happening specifically for agents who have swapped shifts with colleagues in different skill groups, even though both parties have confirmed availability in their self-service profiles.
The error payload indicates a conflict with existing schedule constraints, but manual verification shows no overlapping shifts or policy violations. We have validated that the shift swap requests were approved and completed successfully via the WFM UI before attempting the bulk publish. Interestingly, this issue does not occur when swaps are limited to agents within the same skill group. It seems the publish engine is struggling to reconcile the new shift assignments against the underlying skill-based coverage requirements defined in our forecasting models.
We are using the standard publish flow, waiting for the READY status before triggering the publish. The logs show the schedule moving to PUBLISHING and then immediately failing with the 409 status. We have tried breaking the publish into smaller chunks by skill group, but the conflict persists whenever cross-skill swaps are involved.