Is there a clean way to ensure Predictive Routing respects the scheduled capacity limits defined in our Workforce Management module when distributing calls?
We have been struggling with a specific issue where agents who are technically “Available” in the system but are scheduled for break or coaching in WFM are still receiving calls via our Predictive Routing queues. This causes significant adherence issues and agent frustration during the Tuesday 09:00 CST publishing window. We are running Genesys Cloud version 24.4.2 and have configured our WFM schedules to push agent status updates to the CC module every 5 minutes. However, the latency between the WFM status change and the PR queue dropping the agent seems to be around 30-45 seconds, which is too long for our high-volume IVR flows. We have checked the Architect flow and confirmed that the “Queue” step is using the default “Predictive” strategy with a target service level of 80%. We have also verified that the agent skills match the queue requirements exactly. The issue persists even when we manually change the agent state to “Break” in the CXone interface, suggesting the problem might be with how the PR queue evaluates the agent’s availability state versus their WFM schedule. We have tried adjusting the “Idle Threshold” and “Wrap-up Time” settings in the queue configuration, but these changes have not resolved the discrepancy. We are also using the WFM API to fetch agent schedules and have noticed that the “scheduled_capacity” field sometimes returns 0 for agents who are clearly scheduled for shifts. This leads us to believe there might be a synchronization issue between the WFM and CC modules. We need a reliable way to ensure that agents are not routed to calls when they are scheduled for non-voice activities, regardless of their current CC state. Any insights on how to improve the synchronization or configure the PR queue to be more strict about WFM constraints would be greatly appreciated.