Analytics API 422 Error on Custom Metric Aggregation with ServiceNow Context

General Discussion
1

Looking for advice on a persistent validation failure when attempting to retrieve aggregated analytics data via the Genesys Cloud v2 Analytics API. Specifically, the endpoint /api/v2/analytics/routings/summary returns a 422 Unprocessable Entity error when including specific custom metric filters that rely on data populated from ServiceNow via Data Actions.

The environment is running Genesys Cloud 2024-10 (EU-West-1). We have established a robust integration where Genesys Cloud webhooks trigger ServiceNow REST API calls to update incident records. Conversely, ServiceNow pushes back context identifiers via the conversation:update event. Our goal is to report on the latency between the Genesys Cloud interaction start and the ServiceNow ticket creation timestamp. To achieve this, we created a custom metric in the Analytics dashboard that maps to the sn_ticket_created_at attribute.

When querying the analytics API with a standard date range and no custom filters, the response is successful. However, adding the custom metric filter results in the following error response:

{
 "code": "invalidParameter",
 "message": "Filter 'metric_name' is not supported for this query type.",
 "status": 422
}

The request payload being sent is structured as follows:

{
 "interval": "PT1H",
 "date_from": "2024-05-20T00:00:00.000Z",
 "date_to": "2024-05-20T23:59:59.999Z",
 "view": {
 "name": "Digital Channel Routing",
 "type": "routing"
 },
 "filters": {
 "channels": ["webchat"],
 "metric_names": ["sn_ticket_created_at"]
 },
 "group_by": ["metric_name"]
}

Cross-referencing the official Genesys Cloud Analytics documentation, custom metrics derived from external Data Action payloads should be queryable if they are properly indexed. We have verified that the sn_ticket_created_at field is correctly populated and visible in the real-time dashboard widgets. The issue seems isolated to the REST API aggregation layer. Is there a specific indexing delay or a required parameter in the view object to enable custom metric filtering in the summary endpoint? Or is this a known limitation when bridging ServiceNow context into Genesys Cloud analytics?

2

It depends, but generally… The 422 error likely stems from the analytics engine rejecting custom attributes that haven’t been explicitly enabled for aggregation in the data model configuration.

  • Verify the custom attribute is marked as “Aggregatable” in the Admin console.
  • Ensure the ServiceNow data action successfully writes to a supported string or number field type.
  • Check that the filter syntax matches the exact attribute name defined in the platform, not the ServiceNow source name.
3

How I usually solve this is by verifying the attribute aggregation flag first. The suggestion above hits the nail on the head. In our Chicago WFM setup, we hit similar 422s when custom fields weren’t marked aggregatable. Check Admin > Analytics > Data Model. Ensure the ServiceNow field is typed correctly. The engine ignores non-aggregatable custom attributes during summary queries.

4

This looks like a config issue with the aggregation flag.

The suggestion above is correct. Enable aggregatable in Admin console.

Check the field type too. String fields often fail in summary queries.

5

Have you tried verifying the aggregation flag in the data model?

resource "genesyscloud_routing_queue" "example" {
 custom_attributes {
 name = "servicenow_ticket_id"
 aggregatable = true
 }
}

This usually resolves the 422.