How come this setting causes the shift swap validation endpoint to return a 422 Unprocessable Entity error when processing agent trades during our weekly publish cycle?
Our team manages a BYOC Edge deployment in the America/Chicago timezone. We are seeing consistent failures when agents attempt to finalize shift trades via the self-service portal. The UI indicates the swap is pending approval, but the backend API call to /v2/wfm/scheduling/shiftswaps fails silently in the logs with a 422 response. This disrupts our schedule adherence metrics and forces manual intervention for every trade.
Here are the specific details of the environment and the error:
- Environment: Genesys Cloud BYOC Edge, Version 2023.10.1
- Timezone: America/Chicago
- API Endpoint:
POST /v2/wfm/scheduling/shiftswaps - Error Code: 422 Unprocessable Entity
- Error Message:
Validation failed: Overlapping shift constraints not resolved for agent ID 8f3a2b1c - SDK Version: Genesys Cloud Java SDK 12.5.0
The issue seems to stem from a specific configuration in the WFM scheduling rules. We have enabled “Strict Shift Overlap Prevention” to ensure no agent is scheduled for two shifts simultaneously. However, when an agent proposes a swap that involves a shift boundary crossing midnight, the system appears to miscalculate the overlap window. The validation logic seems to treat the midnight boundary as a hard stop rather than a continuous timeline, causing it to flag the incoming shift as overlapping with the outgoing shift, even though there is a 30-minute break configured.
We have verified that the agent profiles have the correct availability settings and that the time zone offsets are applied correctly in the WFM dashboard. The problem persists regardless of which agents are involved, suggesting a systemic issue with how the BYOC Edge instance processes midnight-boundary swaps under the strict overlap rule.
Has anyone encountered similar behavior with the strict overlap validation on Edge deployments? Are there known workarounds or configuration tweaks to allow these swaps to process without triggering the 422 error? We need a reliable solution before our next publish window closes.