No idea why this is happening, the Genesys Cloud Data Action is returning a 500 Internal Server Error when attempting to push detailed agent interaction metrics to ServiceNow via the Analytics API v2 endpoint.
The flow in Architect executes successfully for standard conversation metadata, but fails specifically when the payload includes the agent_wrap_up_time and queue_wait_time fields derived from the /api/v2/analytics/interactions/summary endpoint. The webhook configuration points to our ServiceNow REST API endpoint for incident creation, which is currently accepting payloads from other sources without issue.
{
"status": 500,
"code": "invalid_request",
"message": "Failed to parse payload for external integration",
"details": "Unexpected field type for queue_wait_time in analytics summary"
}
The environment is EU1, and we are using the latest Genesys Cloud platform version. The ServiceNow instance is on the Washington release. Cross-referencing the documentation, the queue_wait_time is defined as a duration object, but the Analytics API seems to return a string representation in ISO 8601 format for summary calls. Is there a known mismatch in how Data Actions serialize duration objects from the Analytics API versus the Conversations API? We need to ensure the data types align before the outbound request hits ServiceNow.