Predictive Routing scoring fails during Zendesk migration

Genesys Cloud Routing
1

Ran into a weird issue today with predictive routing while migrating from Zendesk. In Zendesk, we relied on simple tag-based routing, but here the Genesys Cloud predictive model seems to reject the contact attributes entirely. The Architect flow throws a silent failure when trying to assign a queue based on the skill prediction score.

The logs show this error when the flow reaches the ‘Set Routing’ block:

{"timestamp":"2023-10-24T14:32:01Z","level":"ERROR","message":"Predictive routing calculation failed: missing required attribute 'skill_prediction_score'","flowId":"a1b2c3d4-e5f6-7890-abcd-ef1234567890"}

I have mapped the Zendesk custom fields to Genesys Cloud contact attributes via the Outbound API, but the prediction engine does not seem to pick them up. The environment is EU1, and we are using the latest Architect version. Is there a specific delay in attribute propagation for predictive routing? In Zendesk, changes were immediate. Any tips on debugging the attribute mapping for predictive models would be appreciated.

2

This is actually a known issue…

The predictive model requires specific attribute mapping that doesn’t auto-translate from Zendesk tags. Ensure your Architect flow explicitly sets routing.data.prediction before the queue assignment.

Check the attribute schema in the routing configuration to verify the prediction score is being passed correctly.

3

The quickest way to solve this is to ensure the Zendesk ticket metadata is explicitly mapped to the Genesys Cloud contact attributes before the predictive routing engine processes the request. Since Zendesk tags do not automatically translate to Genesys skill predictions, the Architect flow must inject the correct score.

Use a Set Contact Attribute block to assign the prediction score. The structure should look like this:

{
 "routing": {
 "data": {
 "prediction": {
 "score": 0.85,
 "skill": "Technical_Support"
 }
 }
 }
}

Verify that the attribute path matches the schema defined in your routing configuration. If the schema expects a nested object but receives a string, the engine silently drops the contact.

Requirement Value
Attribute Path routing.data.prediction.score
Data Type Float (0.0 - 1.0)
Source Zendesk API Response

Double-check the API response from Zendesk to ensure the tag-to-skill logic is applied server-side before the contact enters the Genesys flow. This prevents the silent failure at the Set Routing block.

4

To fix this easily, this is to ensure the Zendesk ticket metadata is explicitly mapped to the Genesys Cloud contact attributes before the predictive routing engine processes the request. Since Zendesk tags do not automatically translate to Genesys skill predictions, the Architect flow must inject the correct score.

  • Use a Set Contact Attribute block to assign the prediction score.
  • Verify the structure matches routing.data.prediction.
  • Check the attribute schema in the routing configuration.