WFM Schedule Sync Failure for Migrated Zendesk Agents

Genesys Cloud WFM
1

Is it possible to map Zendesk agent availability directly to Genesys Cloud WFM without a middleware?

  • Attempting to sync schedules via the WFM API.
  • Encountering a 400 Bad Request on the /api/v2/wfm/users endpoint.
  • Error message indicates ‘Invalid Availability Type’ for users migrated from Zendesk side-conversations.
  • Current setup uses standard Zendesk roles mapped to Genesys Cloud Security Profiles.
  • Need to align shift patterns with the new interaction model.