No idea why this is happening, the weekly schedule publish job via the WFM v2 API is failing with a 409 Conflict error specifically when agents have pending shift swaps in the system. We are operating in America/Chicago and typically publish schedules every Sunday night to set the week. The process usually completes without issue, but this week, after approving a batch of shift trades through the agent self-service portal, the publish endpoint returned the conflict.
The error payload indicates a “schedule_publish_conflict” with the message “Agent availability overlaps with existing schedule constraints.” We have verified that the swapping agents have the required skills and that the new shift times do not violate any break rules or maximum hour constraints. The shift swaps were approved in the WFM dashboard before the API call was triggered, so the state should be consistent.
We are using the Genesys Cloud WFM API v2 endpoints. The request payload includes the standard schedule object with agent assignments and adherence expectations. We have tried clearing the cache and waiting for the system to sync, but the conflict persists. Is there a specific sequence required for processing shift swaps before publishing? Or is there a known issue with the v2 API not respecting approved swaps during the publish window?
Any insights into how the WFM engine handles concurrent shift modifications and schedule publications would be greatly appreciated. We need to ensure our weekly publishing process is robust and can handle agent-driven schedule changes without manual intervention.