Trying to understand how to properly map Zendesk ticket tags to Genesys Cloud predictive routing skills without breaking our existing SLA targets. We are migrating from Zendesk Support where we used tags like ‘premium_customer’ and ‘technical_issue’ for simple priority routing. In Genesys Cloud, we are setting up Predictive Routing Skill Groups, but the documentation on Genesys Docs is a bit vague on the direct translation.
When we try to assign a skill based on the incoming interaction data, the routing engine seems to ignore the custom attributes we are passing via the Architect flow. We are using the ‘Set Interaction Data’ block to pass the tag value, but the predictive model isn’t picking up the skill affinity. Is there a specific JSON structure required for the custom attributes to be recognized by the predictive routing engine? In Zendesk, this was straightforward with automation rules, but here it feels like we are missing a configuration step in the skill group settings or the data action. Any examples of the exact payload format that works for skill assignment would be appreciated.