Struggling to figure out why the outbound webhook triggered by the Predictive Routing engine is stripping critical queue statistics when routing decisions are made for digital channels.
The architecture involves a Genesys Cloud Architect flow that hands off chat sessions to a specific Skill Group. A webhook subscription on routing.queue.member.updated is configured to push real-time queue metrics to a ServiceNow REST API endpoint. This data is essential for our automated ticket creation process, which calculates estimated wait times and assigns priority based on current agent availability and historical handle times.
The issue manifests specifically during peak hours in the Europe/London timezone. When the queue depth exceeds 50, the webhook payload received by ServiceNow lacks the agents_available and estimated_wait_time fields. Instead, the payload contains only the queue_id and member_id.
Environment details:
- Genesys Cloud Version: 2024.03.0.0
- ServiceNow Instance: Washington DC (WAS)
- Integration Method: Genesys Data Action calling ServiceNow REST API
- Webhook Trigger:
routing.queue.member.updated - Channel: Web Chat via Digital Channels
Payload inspection on the ServiceNow side shows the following structure during failures:
{
"event_type": "routing.queue.member.updated",
"queue_id": "abc-123-def",
"member_id": "xyz-789-uvw"
}
Expected structure includes:
{
"event_type": "routing.queue.member.updated",
"queue_id": "abc-123-def",
"member_id": "xyz-789-uvw",
"agents_available": 12,
"estimated_wait_time": 120
}
The ServiceNow script include logs a 400 Bad Request because the SLA calculation script throws a null pointer exception when agents_available is missing. This causes the automated ticket creation to fail, forcing manual intervention.
I have verified the webhook configuration in Genesys Cloud, and the test payload sent from the Genesys UI includes all fields. The issue appears to be related to the actual runtime event generation under load. Cross-referencing the Genesys Cloud API documentation for Predictive Routing webhooks, there is no mention of field suppression based on queue depth.
Is there a known limitation or configuration setting in the Predictive Routing engine that alters the webhook payload structure during high-volume scenarios? Any insights into why the metadata is being truncated would be appreciated.