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  • 1.  Workforce management - Schedule API lookup

    Posted 09-08-2026 09:04

    Hi Genesys Community,

    We are looking for a Genesys Cloud API or notification/webhook capability that accepts a User/Queue ID as input and returns the Business Unit that the user is associated with.

    Our use case is as follows:

    • A customer schedules a callback for a future date/time.
    • Before confirming the callback, we would like to perform a WFM schedule lookup for the intended agent.
    • Since schedule APIs typically require the Business Unit context, we first need a way to determine the agent's Business Unit from their User ID.
    • Once the Business Unit is identified, we can perform the schedule validation and prevent customers from scheduling callbacks outside of the agent's working hours.

    Has anyone implemented a similar solution, or is there a recommended API endpoint that can return the Business Unit associated with a specific User ID?

    Any guidance would be greatly appreciated.

    Regards,
    Nadir Isaacs


    #Architect
    #DataActions
    #Integrations
    #PlatformAPI
    #Triggers

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    Nadir
    Specialist
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  • 2.  RE: Workforce management - Schedule API lookup

    Posted 09-08-2026 10:36

    Hi Nadir,

    My understanding is that if you already have the User ID, you don't need to start with the Queue ID.

    You can first retrieve the user's Management Unit using:

    GET /api/v2/workforcemanagement/agents/{userId}/managementunit

    From there, you can determine the associated Business Unit ID and use it with:

    POST /api/v2/workforcemanagement/businessunits/{businessUnitId}/agentschedules/search

    passing the same User ID in userIds along with the required date range.

    So essentially:

    User ID → Management Unit → Business Unit → Schedule

    A previous discussion about historical agent activity shows the same User ID → Management Unit → Business Unit → schedule lookup approach, which may be useful for your scenario:

    https://community.genesys.com/discussion/historical-agent-activity-api

    Hope this helps!



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    Phaneendra
    Technical Solutions Consultant
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