Quick question about mapping Zendesk ticket metrics to Genesys Cloud analytics. We are in the final stages of migrating our reporting dashboard, and I’m hitting a wall with the POST /api/v2/analytics/report/queue/summary endpoint. The goal is to replicate the “First Reply Time” metric from Zendesk, but Genesys Cloud returns a 400 Bad Request when I try to map it to handle_time or wait_time in the metric definitions.
The error payload suggests the metric type is invalid for the selected group-by dimensions. In Zendesk, these metrics were loosely coupled and could be mixed freely in custom reports. Here is the relevant snippet from the docs:
“Metrics must be compatible with the selected group-by dimensions. Not all metric types support all grouping options.”
This feels much stricter than the Zendesk API. I’ve tried swapping the group-by to agent_id and queue_id, but the 400 persists. Is there a specific metric I should be using for first response time that aligns with Zendesk’s definition? Or is there a known limitation when trying to mirror legacy Zendesk KPIs directly in GC?