Background
Our workforce management process relies heavily on the Genesys Cloud WFM API to publish weekly schedules for our Chicago-based agents. We are currently running Genesys Cloud version 2024-03-01. The workflow involves calculating optimal shifts based on agent preferences and then pushing the final schedule via the /api/v2/wfm/schedules endpoint.
Recently, the bulk publish operation started failing intermittently with a 409 Conflict error. The error payload indicates a resource conflict, but no specific agent ID is highlighted in the initial response. This is happening right after agents approve shift swaps in the self-service portal. The WFM API seems to be locking the schedule resource, preventing the bulk update from completing.
- Verified that all shift swaps have been fully committed and the agent availability windows are updated in the UI before triggering the API call.
- Checked the Activity Log for any concurrent WFM operations that might be holding a lock on the schedule resource, but found no overlapping processes.
Is there a specific setting or race condition related to shift swaps that causes this lock? We need a reliable way to publish schedules without manual intervention.