So I’m seeing a very odd bug with our predictive outbound campaign setup. The API returns 400 Bad Request with message ‘Invalid queue configuration’ when linking to a queue migrated from Zendesk. We are in the final stages of migrating our outbound dialing operations from Zendesk Talk to Genesys Cloud in eu-west-1. The queue exists and is active, yet the campaign creation fails immediately upon saving the outbound configuration.
In Zendesk, we mapped these outbound lists to specific ticket tags and agent groups without issue. The assumption was that the Genesys Cloud queue would handle the distribution similarly once the agents were imported. However, the error persists even after verifying that the queue skills match the agent profiles. The payload sent to the /api/v2/outbound/campaigns endpoint seems correct based on the documentation, but the server rejects the queue ID reference.
Has anyone successfully mapped Zendesk ticket-based routing to Genesys Cloud outbound queues? Looking for specific configuration steps or API quirks that might cause this validation failure. Need to resolve this before the go-live date next week. Any insights on the exact queue attributes required for predictive campaigns would be appreciated.