Is it possible to replicate the Zendesk CSAT widget reporting structure within Genesys Cloud Analytics without hitting a server error?
We are migrating from Zendesk Support to Genesys Cloud. The goal is to map the Zendesk satisfaction score custom field to a Genesys Cloud Custom Metric in Analytics. In Zendesk, we simply queried the satisfaction_score field. In Genesys Cloud, we are trying to create a custom metric that pulls from the interaction data.
The migration script uses the Analytics API v2. When attempting to create the metric definition via POST /v2/analytics/metrics, we receive a 500 Internal Server Error. The response body is empty, which makes debugging difficult. We have verified that the metric key format matches the documentation.
Here is the YAML configuration used for the metric definition:
metricDefinition:
name: "Zendesk CSAT Score"
key: "csat_score_zd"
type: "integer"
description: "Migrated from Zendesk satisfaction_score"
aggregationType: "average"
The environment details are:
- Genesys Cloud Environment: eu-02
- SDK Version: genesys-cloud@2.0.0 (Node.js)
- Architect Version: 2.1
We have tried different aggregation types (count, sum, average), but the 500 error persists. The Zendesk workflow was straightforward. We just filtered by ticket status. In Genesys Cloud, we are trying to build a report that shows CSAT by skill group, similar to the Zendesk view.
The error occurs immediately upon sending the POST request. No validation errors are returned. We have checked the API logs in the Admin console, but no specific error message is logged. The request succeeds when we use a different metric key, such as test_metric. This suggests the issue is with the specific key or the interaction data source.
Has anyone successfully migrated Zendesk CSAT scores to Genesys Cloud Custom Metrics? We need to replicate the reporting structure for the client. The migration timeline is tight. Any advice on how to debug the 500 error would be appreciated. We are stuck on this step. The Zendesk equivalent was simple. The Genesys Cloud process seems more complex. We want to ensure the data mapping is correct before proceeding. The client expects the same level of detail in the reports. We are using the standard Analytics API. No custom code is involved. Just the SDK calls. The error is consistent across multiple attempts. We have restarted the script. The issue remains. We need a solution soon. The migration is blocked. Please help.