- Struggling to figure out why the routing strategy fails when trying to replicate Zendesk SLA-based prioritization in Genesys Cloud Predictive Routing.
- The POST request to
/api/v2/routing/predictiveroutings returns a 400 Bad Request with the message: ‘Invalid value for priority calculation method’.
- We are attempting to map high-priority Zendesk tickets to specific agent skills, but the GC API rejects the configuration payload entirely.
- Environment: Genesys Cloud EU (Frankfurt), Admin Console v2.45, migrating from Zendesk Support Professional.