Having some issues getting my configuration to work… Attempting to update a predictive routing queue via the /api/v2/routing/queues endpoint triggers a 400 Bad Request. The payload includes strategy: "predictive" and wrapUpTimeout: 300, yet the error response cites INVALID_STRATEGY_CONFIGURATION. This blocks the automated ServiceNow ticket creation flow tied to queue state changes. Referencing Genesys Docs for schema validation. Any insights on required headers?
It depends, but generally… The 400 Bad Request with INVALID_STRATEGY_CONFIGURATION typically stems from missing mandatory attributes required when the strategy is set to predictive. The API documentation specifies that predictive routing requires specific configuration blocks that are not present in the current payload.
Ensure the predictive strategy object includes valid skills or outbound configuration, depending on the queue type. For inbound queues, the system often expects a defined skill set to calculate agent fit. If the skills array is empty or malformed, the request fails validation before reaching the ServiceNow integration layer.
Check the wrapUpTimeout value as well. While 300 seconds is valid, ensure it aligns with the global account settings. A common oversight is omitting the name field in the predictive configuration block.
Note: Validate the JSON structure against the latest OpenAPI spec for RoutingQueue. The error often hides missing nested objects rather than simple value errors.