How do I correctly to configure the WFM engine to respect real-time digital channel capacity limits when generating weekly schedules for our chat agents? We are currently using the Genesys Cloud CX platform in the US East region, with our workforce located in America/Chicago. The issue arises when the scheduler assigns shifts based on historical voice volume trends, ignoring the concurrent session limits defined in the Architect routing configuration for our digital skills. This results in overstaffing during low-volume digital periods and understaffing when chat spikes occur, causing significant adherence discrepancies. The API calls to /api/v2/wfm/schedules return successful responses, but the underlying capacity model seems to be decoupled from the actual digital routing limits. We have verified that the skill group settings are correct and that the WFM integration is properly synced with the routing profiles.
Despite adjusting the shrinkage factors and ensuring that the agent availability data is up-to-date, the schedule adherence reports still show a mismatch between planned and actual digital handle times. Agents are frequently marked as non-adherent because they are waiting for digital interactions that the WFM engine did not account for in the initial schedule generation. We have tried recalibrating the historical data inputs and adjusting the forecast horizon, but the root cause appears to be a limitation in how the WFM module interprets digital channel constraints. Is there a specific configuration in the WFM admin console or an API parameter that forces the scheduler to prioritize digital capacity limits over voice volume trends? We need a reliable method to ensure that our weekly schedule publications accurately reflect the operational realities of our omnichannel environment.