How do I correctly to handle capacity calculations for digital messaging channels when agents are on approved shift swaps? We are using Genesys Cloud CX Version 2024.04 in US East with the Python SDK 2.58.0. The schedule adherence reports show full capacity, but the real-time routing shows agents as unavailable during the swapped window. This causes a mismatch in our weekly planning.
The problem is that the standard WFM schedule adherence APIs do not dynamically recalculate capacity based on real-time shift swap approvals without explicit configuration in the IaC. When agents are on approved swaps, the genesyscloud_wfm_user_schedule resource in Terraform often retains the original shift boundaries unless the swap_status is explicitly handled in the deployment pipeline. This creates a delta between the static capacity reported in weekly planning and the dynamic availability seen in real-time routing. To fix this, you need to ensure your Terraform state reflects the approved swaps by querying the WFM API for swap details and injecting them into the schedule definition before applying. Here is a snippet using the Genesys Cloud CLI to verify swap status:
genesyscloud wfm user schedule get --userId {user_id} --dateRange "2024-04-01,2024-04-07" --includeSwaps
If the swaps are not returning in the CLI output, the API endpoint might be misconfigured. In Terraform, use a local variable to map swap approvals to schedule overrides:
locals {
swap_adjusted_schedule = {
for swap in var.approved_swaps : swap.user_id => {
start = swap.new_start_time
end = swap.new_end_time
}
}
}
resource "genesyscloud_wfm_user_schedule" "digital_agents" {
dynamic "schedule" {
for_each = local.swap_adjusted_schedule
content {
user_id = schedule.key
start = schedule.value.start
end = schedule.value.end
}
}
}
This approach ensures that the capacity calculation in the analytics dashboard aligns with the actual agent availability during swapped windows. It also prevents the routing mismatch by updating the WFM state before the routing engine evaluates agent status. Make sure to run this as part of your GitHub Actions workflow to keep the state consistent across environments.