Just noticed that predictive routing scores are skewing heavily toward high-priority cases after the latest ServiceNow Data Action deployment in Architect. The webhook payload structure remains unchanged, yet the skill assignment logic is bypassing the standard confidence thresholds.
- Verified the JSON schema against the Genesys Cloud documentation to ensure no field mapping discrepancies.
- Reviewed the raw API logs in Kibana and confirmed the 200 OK responses are returning valid score values before the routing decision node.