It’s choking the second the WFM schedule sync pushes availability updates to the dialer. Org’s running on the 2024-12-04 release, US-East tenant. Pacing sits at 1.25x and we’ve got a strict 3.5% abandonment cap. Admin UI doesn’t show any red flags, but the moment the shift change hits, agent capacity drops to zero in the backend. Calls start stacking and abandonment spikes past the threshold within twelve minutes.
Quality Management evaluations are also throwing a 422 Unprocessable Entity when the system tries to attach compliance tags to the dropped calls. Request hits /v2/quality/evaluations and the payload rejects the contactId mapping. Console logs show a mismatch between the WFM userId and the dialer’s agent reference. The flow uses a standard Architect Queue block with a progressive-to-predictive handoff. Compliance audits can’t clear the batch.
Tried forcing a manual schedule refresh through the WFM admin panel. Doing jack all. The pacing multiplier just locks at 0.9x and the queue depth keeps climbing. /v2/schedules/shifts returns a 200 but the capacity calculation won’t update. Logs are spitting out ERROR: CapacitySyncTimeout every four seconds.
The 422 error on Quality Management evaluations usually means the payload violates a schema constraint, often related to missing mandatory fields or invalid date formats. Since the WFM sync is also failing, it sounds like a data integrity issue upstream.
Check the WFM schedule export endpoint directly. Sometimes the UI cache lags behind the API state. Try pulling the raw schedule data for the affected agents to see if the availability windows are actually being generated.
curl -X GET "https://api.mypurecloud.com/api/v2/wfm/schedules?dateFrom=2024-12-01&dateTo=2024-12-31&agentIds=agent_id_1,agent_id_2" \
-H "Authorization: Bearer <token>" \
-H "Accept: application/json"
If the response returns empty or malformed intervals, the dialer won’t calculate capacity correctly. That explains the zero capacity drop.
For the Quality Management 422, validate the evaluation body against the EvaluationForm schema. Ensure the scoreCard items have valid response values and that the evaluatorId matches an active user.
{
"evaluationFormId": "your-form-id",
"interactionId": "your-interaction-id",
"scoreCard": [
{
"questionId": "q1",
"response": {
"value": "5",
"comment": "Good call"
}
}
],
"evaluatorId": "evaluator-user-id"
}
Run this through Postman or similar to isolate the WFM issue from the QM issue. They might be unrelated.