Trying to understand the correct configuration for WFM schedule publishing when leveraging a Genesys Cloud BYOC Edge deployment in our America/Chicago data center. We are running into significant latency issues during our weekly schedule publish cycle, which is causing our automated shift swap validation flows to timeout. The edge node is version 2024-Q3, and while standard telephony traffic is routing perfectly, the WFM service calls to the core cloud seem to be hitting a 504 Gateway Timeout error after approximately 12 seconds. This happens specifically when we attempt to publish schedules for agents located in our Chicago hub, which are tied to the local edge instance. The error logs in Architect show the WFM Lookup block failing to retrieve the latest availability status before the publish job completes, leading to a cascade of failed shift trades.
The environment involves a hybrid setup where our WFM data resides in the core Genesys Cloud instance, but the agents and their scheduling preferences are managed locally via the BYOC Edge to reduce latency for self-service actions. We have verified that the network connectivity between the edge node and the core cloud is stable, with sub-5ms ping times. However, when the WFM Publish API is invoked through the Architect flow on the edge, it appears to be queuing requests rather than processing them immediately. We suspect this might be related to the WFM service not being fully replicated or optimized for BYOC Edge deployments, or perhaps a misconfiguration in the edge node’s service routing table. The specific error code returned is 504, but the underlying cause seems to be a timeout on the WFM service endpoint.
Has anyone successfully configured WFM schedule publishing with real-time shift swap validation on a BYOC Edge node? We need to ensure that the schedule data is consistent between the edge and the core cloud within a 5-second window to prevent agents from swapping into already booked shifts. Any advice on optimizing the WFM service calls or adjusting the timeout settings in Architect would be greatly appreciated. We are currently considering moving the WFM lookup logic to a pre-publish script, but we want to avoid adding extra complexity if there is a simpler configuration fix for the edge node.