why does this setting break the whole pipeline? we have a custom integration that pulls quality scores right after the weekly wfm schedule publish at 17:00 cst. it was working fine for months. now suddenly every time we publish, the GET /api/v2/quality/evaluations endpoint starts throwing 500 Internal Server Error responses. the error payload is useless just says {“code”:“internal_error”,“message”:“an unexpected error occurred”}.
i checked the architect logs and everything looks normal. the flow is simple: trigger on schedule publish → call quality api → update dashboard. but the api call fails with 500. if i wait 10 minutes and retry it works. but the dashboard needs real time data.
we are using the genesys cloud rest api v2. our service account has quality:evaluation:view and wfm:schedule:read permissions. i even tried revoking and regranting permissions no luck.
is there a known issue with the quality database locking during wfm publish? our org is pretty large maybe 500 agents. the wfm publish takes about 30 seconds. during that window the quality api is completely down.
i tried using the python sdk same result.
response = client.quality_api.get_evaluations()
# raises 500
this is really annoying because our supervisors rely on this dashboard for coaching sessions right after the schedule goes live. they see blank screens and get upset.
i also noticed that if i filter the evaluations by date range including the publish time it fails. if i filter for yesterday it works. so it seems like the new schedule data is somehow corrupting the quality query.
any ideas on how to bypass this? or is there a way to delay the dashboard refresh until the wfm publish is fully committed? i cant find any docs on this race condition. please help its been two weeks.