What is the standard approach to migrate custom agent scorecards from Zendesk to Genesys Cloud Quality Management without losing the weighted scoring logic?
We are currently in the final phase of our Zendesk-to-GC migration. In Zendesk, we used a custom JSON schema for agent evaluations that allowed for dynamic weighting based on ticket complexity. When attempting to replicate this using the Quality API (/api/v2/quality/evaluations), the system rejects the payload with a schema validation error. The documentation for the Genesys Cloud Quality module suggests a rigid structure for evaluation forms that does not seem to support the flexible weight attribute we relied on in our legacy Zendesk triggers.
The error response indicates that the criteria object is malformed:
{"error_code": "schema.validation.error", "message": "Property 'weight' is not allowed in 'criteria'. Expected type: number or string."}
Is there a native way to define weighted criteria in Genesys Cloud Quality Forms, or do we need to handle the weighted calculation externally via a Data Action after the evaluation is completed? Coming from a Zendesk background where custom fields were the norm, this rigid structure in GC is causing significant friction in our migration timeline. We need to preserve the exact scoring methodology for compliance reporting.