Why does the Genesys Cloud Analytics API is rejecting our custom report definitions with a 422 Unprocessable Entity error during the migration phase? We are moving from Zendesk Explore to Genesys Cloud Analytics, and while the dashboard creation works fine, the underlying report definitions fail when pushed via the Python SDK (genesys-cloud-sdk-python v3.1.2).
The environment is a standard multi-org setup in the EU region (Frankfurt), and we are using the POST /api/v2/analytics/report/definitions endpoint. In Zendesk, we simply mapped ticket fields like created_at and status to our custom columns without worrying about strict schema validation on the backend. However, Genesys Cloud seems to enforce a rigid JSON structure for the metrics and dimensions arrays that is not clearly documented in the migration guides.
Specifically, when we try to map the Zendesk solved_within metric to the Genesys equivalent, the API returns this error payload:
{
"message": "Invalid metric definition for 'solved_within'. Expected 'type' field to be one of [count, sum, avg] but got 'custom'.",
"code": "invalid_param",
"status": 422
}
We have verified that the tenant_id matches our primary org, and the OAuth token has full analytics:report scope. The issue seems to stem from how we are translating the Zendesk custom calculated columns into Genesys metrics. We assumed we could use a generic custom type for complex time-based calculations, just like in Zendesk’s formula editor. But Genesys Cloud appears to require pre-defined metric types or a different approach for custom calculations.
Is there a specific way to define custom calculated metrics in the report definition JSON that mimics Zendesk’s flexibility? Or do we need to create a separate data view first? The documentation mentions using group_by for dimensions, but the metric constraints are throwing us off. Any insights on how to structure the metrics array for time-to-resolution calculations would be incredibly helpful, as we are blocked on migrating 50+ reports. How do we correctly map Zendesk custom calculated columns to Genesys Cloud Analytics metrics to avoid the 422 error on the report definition endpoint?