Looking for advice on mapping Zendesk Ticket Fields to Genesys Cloud Analytics.
The migration from Zendesk to Genesys Cloud is progressing, but the reporting side is causing friction. In Zendesk, we relied heavily on custom ticket fields for SLA tracking and agent performance metrics. The data was straightforward to query via the Zendesk Explore API.
We are now attempting to replicate this in Genesys Cloud using the Analytics API (v2). The challenge lies in the structural difference between Zendesk’s ticket-based model and Genesys’s interaction-based model. When we try to map our historical Zendesk custom fields to Genesys Cloud Interaction attributes, the data points do not align in the standard report schemas.
Specifically, the GET /api/v2/analytics/report/interactions/query endpoint returns empty arrays for the custom attributes we defined during the migration. We verified the attributes exist in the Architect flow and are populated during test calls. However, they do not appear in the aggregated reporting data. Is there a specific configuration step in the Analytics module required to expose these custom attributes for reporting, or is the mapping process fundamentally different from the Zendesk approach?