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  • 1.  WFM Sync Issue: Multiple agents affected

    Posted 03-06-2026 11:51

    Since November 2025, we have identified an intermittent synchronization issue affecting specific agents. No changes or updates have been made to the workflows during this period. We are concerned as to why syncing is successful for some agents but failing for others, despite them having identical configurations and requirements


    #Integrations

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    Carlos Talavera
    NA
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  • 2.  RE: WFM Sync Issue: Multiple agents affected

    Posted 03-09-2026 10:53

    Can you let us know which WFM feature is not syncing correctly?



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    Brian Trezise
    Genesys - Employees - Lead Software Engineer
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  • 3.  RE: WFM Sync Issue: Multiple agents affected

    Posted 16 days ago

    It happen again last week. The WFM is the get agent workflow.



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    Carlos Talavera
    NA
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    Original Message


  • 4.  RE: WFM Sync Issue: Multiple agents affected

    Posted 15 days ago

    It's not clear from your question exactly what issue you are experiencing issues with, but we can't debug specific customer data on the forums so it sounds like you should reach out to care for help.

    Thanks!



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    Brian Trezise
    Genesys - Employees - Lead Software Engineer
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    Original Message


  • 5.  RE: WFM Sync Issue: Multiple agents affected

    Posted 14 days ago
    Edited by Krishna Raghuraman 14 days ago

    Hello Carlos,

    I take it that you are talking about the synchronization of agents for WFM HRIS integration. Since in this case you are having intermittent issues and only for specific users, the best course of action for us to investigate would be to provide details like organizationId, IntegrationId(you expect user to be synced), Genesys user details for one of the users  and the corresponding externalId in HRIS system that is having issues currently. But its best not to use this channel to provide that information due to its sensitivity and instead work through Care to pass that information to Engineering. We would be happy to investigate and provide updates on that. Hope it helps.



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    Krishna Raghuraman
    Lead Software Engineer
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    Original Message


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