just noticed that the workforce management schedule sync is completely broken after we moved our agents from zendesk to genesys cloud. we are using the wfm api to push schedules, but every post request to /api/v2/wfm/schedules returns a 400 bad request error. the error message says “invalid shift pattern reference” but we copied the shift templates directly from the zendesk schedule view.
in zendesk, we had simple open/close times mapped to tags, but now in genesys cloud, we are trying to map those to interaction types and skills. the problem is the api expects a specific uuid for the shift pattern, and we are not sure how to generate or find that uuid for the new patterns we created. we tried using the pattern name, but that fails.
our environment is eu-central-1, and we are on the latest api version. the migration was supposed to be straightforward, but the wfm module seems to have a completely different logic than zendesk’s basic scheduling. in zendesk, if an agent was unavailable, we just hid them. here, we need to define capacity and coverage.
we are getting this error consistently at 09:00 cest when the overnight sync job runs. the logs show the request payload is valid json, but the server rejects it. has anyone dealt with mapping zendesk’s simple availability blocks to genesys cloud’s complex shift patterns? we need to get this fixed before the morning rush. the agents are confused because their schedules are not showing up in the agent desktop app.