Predictive Routing API override payload returning 400 VALIDATION_ERROR on SERVICE_LEVEL_PERCENT

{
“method”: “POST”,
“url”: “/api/v2/routing/predictivequeues/forecasting/overrides”,
“headers”: {
“Authorization”: “Bearer {{AUTH_TOKEN}}”,
“Content-Type”: “application/json”
},
“body”: {
“QUEUE_ID”: “q-8832-uk-east”,
“FORECAST_OVERRIDE_MATRIX”: {
“start_time”: “2024-05-15T09:00:00+01:00”,
“end_time”: “2024-05-15T17:00:00+01:00”,
“target_occupancy”: 0.85,
“SERVICE_LEVEL_PERCENT”: 0.80
}
}
}

The PREDICTIVE_ROUTING engine keeps rejecting this payload with a 400 Bad Request. Specifically, the response throws a VALIDATION_ERROR on the SERVICE_LEVEL_PERCENT field. We’re running Genesys Cloud EU-West-2, version 2024-04-12. The documentation says the field accepts a decimal between 0 and 1, but the override matrix is strict. Swapped the timestamp format to explicit UTC offset since the London timezone handles daylight saving weirdly. Still hitting the same wall.

Tried dropping the SERVICE_LEVEL_PERCENT entirely. The API accepts it, but the queue immediately falls back to manual routing. The PREDICTIVE_ROUTING dashboard shows zero forecasted volume for the override window. Checked the ARCHITECT_FLOW bindings. Everything points to the correct QUEUE_SETTINGS. The hybrid platform sync is running every 15 minutes, but the predictive engine isn’t picking up the override payload.

Logs just show a ROUTING_CONFIGURATION_MISMATCH. The EU region might enforce a stricter schema for the FORECAST_OVERRIDE_MATRIX. Payload matches the sandbox exactly. Production keeps rejecting it anyway. Could be a stale cache on the routing microservice. Doing jack all to debug it further. The api_integration route feels cleaner than wrestling with the UI config wizards. Don’t see why the endpoint keeps timing out anyway.

Might be worth checking the schema since the forecasting engine expects a raw integer for that field.

• swap SERVICE_LEVEL_PERCENT to 80 instead of 0.80
• leave target_occupancy alone since that one actually accepts decimals

"SERVICE_LEVEL_PERCENT": 80

Validator’s picky about types and it’ll clear the 400 right up.

the suggestion above is solid for type casting. but check the key name too. SERVICE_LEVEL_PERCENT gets stripped by the middleware layer in some regions. leaves the value null. validator fails.

try serviceLevel instead. don’t use uppercase keys.

"serviceLevel": 80

also, concurrent call volumes on this endpoint kill throughput fast. if you’re hammering this with jmeter, the forecasting service drops connections. validator returns 400 instead of 429. classic gc behavior.

drop threads to 5. add a constant timer. 200ms between requests. helps.

<ConstantTimer>
 <longProp name="ConstantTimer.delay">200</longProp>
</ConstantTimer>

watch the response time. drops to 400ms once load hits 100 req/sec.

HTTP 400 Validation Error: The forecasting engine rejects SERVICE_LEVEL_PERCENT as a decimal because the underlying schema registry expects an integer representation. You’re already on the right track with the type fix, but the key casing matters even more when this payload hits the EventBridge webhook stream. The middleware strips uppercase keys before they hit the routing service. Usually leaves the value null. Validator fails downstream.

Switch to serviceLevel and pass the raw integer. If you’re pushing this through a Kafka Connect sink, make sure your Avro schema maps it to int32 instead of float64. The predictive routing override endpoint also demands the routing:predictivequeue:write scope, so double check your OAuth token doesn’t have it pruned. It’s easy to miss when rotating creds. The API spec at /api/v2/routing/predictivequeues/forecasting/overrides is strict about the nested array structure too.

curl -X POST "https://api.mypurecloud.com/api/v2/routing/predictivequeues/forecasting/overrides" \
 -H "Authorization: Bearer $TOKEN" \
 -H "Content-Type: application/json" \
 -d '{
 "queueId": "q-8832-uk-east",
 "forecastOverrides": [{
 "startTime": "2024-05-15T09:00:00+01:00",
 "endTime": "2024-05-15T17:00:00+01:00",
 "targetOccupancy": 0.85,
 "serviceLevel": 80
 }]
 }'

Run it with curl first to verify the payload shape before wiring it back into your connector config. The gateway will throw a 409 if you overlap time windows, so watch the If-Match header. Your schema registry topic should pick up the override event immediately once the type matches. The consumer group lag spikes anyway when you batch these overrides.

The casing fix works, but watch out if you batch these overrides through the same pipeline used for DNC contact list syncs since the outbound validation layer sometimes drops the integer payload when the rate limit trips. Saw a similar schema mismatch in the community thread last week, and a standard node script for list management handles DNC compliance programmatically but hits this exact 400 if the keys aren’t lowercase. You running this alongside callable time rule updates or just standalone?