Is there a clean way to handle schedule conflicts when routing Digital Messaging chats via Architect? Our America/Chicago team uses weekly published schedules with heavy shift swap activity. When an agent is on a swap, the WFM lookup returns conflicting adherence states, causing the IVR to drop chats or route to unavailable queues.
Environment:
- Genesys Cloud 2024-02 Release
- Architect WFM Lookup block
- Digital Messaging IVR flow
The error manifests as a null return from the schedule status API during peak swap windows. How should we structure the fallback logic to ensure no chat is lost while respecting real-time availability?