- Environment: Genesys Cloud EU-West (v2023.11)
- Source: Zendesk Support (Custom Fields for Skills)
- Target: Genesys Cloud Predictive Routing
- SDK: PureCloud-JavaScript-SDK v136.0.0
Is it possible to map Zendesk custom field values directly to Genesys Cloud skills during the initial agent provisioning via the Admin API? We are migrating a large agent base where Zendesk used simple boolean custom fields (e.g., c_language_french) to indicate capabilities. In Genesys Cloud, we need these to map to specific skills within a skill group for predictive routing to function correctly.
Currently, our script fetches agents and attempts to assign skills based on the Zendesk field values. However, when we call PUT /api/v2/users/{userId}, we receive a 400 Bad Request with the error message: “Skill ‘French_Support’ does not exist in the specified skill group.” This happens even though the skill exists and is active. In Zendesk, tagging was enough. Here, the hierarchy seems much stricter. Are we missing a prerequisite step to link the skill to the group before assignment, or is the API rejecting the assignment because the skill is not yet associated with any queue? Any migration advice on handling this dependency order would be appreciated.