Configuration is broken for some reason. The /api/v2/predictiverouting/models endpoint returns a 400 Bad Request when the ServiceNow Data Action payload contains an ISO 8601 timestamp. The schema validation expects a Unix epoch integer instead. Any idea how to force the serialization format in the outbound webhook?
This is caused by a mismatch in how the Data Action serializes date objects before sending them to the Genesys Cloud endpoint. In Zendesk, custom fields often accepted ISO 8601 strings natively, but Genesys Cloud’s predictive routing models are stricter about timestamp formats in certain integration contexts. The outbound webhook needs to explicitly convert the date to a Unix epoch integer before serialization.
If you are using a Node.js runtime for your Data Action, you can force this conversion using Math.floor(new Date(timestamp).getTime() / 1000). This ensures the payload matches the schema expectation.
Here is the corrected payload structure:
{
"modelId": "your-model-id",
"timestamp": 1678886400,
"data": {
"ticketId": "12345",
"priority": "high"
}
}
Notice how timestamp is now an integer rather than a string. This approach mirrors the way we had to map Zendesk ticket created_at fields to Genesys Cloud interaction timestamps during migration. The API documentation for predictive routing models specifies integer timestamps for epoch-based calculations, which differs from the flexible string handling in Zendesk triggers.
Also, check your Data Action configuration in the Genesys Cloud admin console. Ensure the “Request Body” template explicitly calls the conversion function. If you are using a serverless function, add a quick validation step to log the raw timestamp before sending. This helps catch any timezone conversion errors that might occur during the migration from Zendesk’s UTC handling to Genesys Cloud’s local timezone settings.
This looks like a serialization mismatch in the outbound webhook. Switching to epoch resolved the 400s in my JMeter tests.
{
"timestamp": 1678886400
}If I remember correctly, this often stems from SIP header normalization clashing with ServiceNow’s strict integer parsing for phone fields, but in the context of predictive routing data actions, the root cause is almost invariably the timestamp serialization format mismatch between the two platforms. The suggestion above correctly identifies the need for epoch conversion, yet it misses a critical detail regarding how Genesys Cloud handles timezone offsets during the ingestion of high-concurrency loads in the APAC region. When you force the serialization to a Unix epoch integer, you must ensure that the conversion happens on the server-side before the payload leaves the ServiceNow instance, otherwise the webhook might still pass a string representation of the number, which triggers the 400 Bad Request due to schema validation failures in the /api/v2/predictiverouting/models endpoint. Try mapping the date field using a JavaScript snippet within your Data Action configuration to explicitly cast the Date object to a number using Math.floor(new Date(dateString).getTime() / 1000). This ensures that the payload contains a pure integer rather than a stringified number or an ISO 8601 string. Additionally, verify that your outbound routing policies do not reference agent availability states that fluctuate during bulk updates, as this can sometimes mask the underlying serialization error with generic timeout or routing failures. By decoupling the data transformation from the network transmission layer, you eliminate the ambiguity that the Genesys Cloud API expects. A common fix is to add a validation step in your ServiceNow script include that checks the type of the timestamp field before sending the request, logging any discrepancies to the system log for debugging purposes. This approach has consistently resolved similar integration issues across multiple BYOC trunk configurations where carrier-specific quirks interfere with standard JSON serialization.
Check your ServiceNow script include for the timestamp conversion logic.
Error 400: Invalid timestamp format. Expected integer, received string.
The Data Action must explicitly cast the date to an integer before the JSON serialization step.