Predictive Routing Weighting Drift via Terraform

Genesys Cloud Routing
1

Anyone free to help troubleshoot this discrepancy in Predictive Routing skill weights after automated deployment.

Background

We manage CX infrastructure via Terraform (provider genesyscloud v1.28.1). Our pipeline uses GitHub Actions to promote configurations from Dev to Prod. The target environment is Genesys Cloud (EU West). We utilize Predictive Routing for high-volume inbound sales campaigns. The specific flow involves a complex skill-based assignment strategy where multiple skills contribute to the final score with different weights.

Issue

After applying the Terraform plan, the genesyscloud_routing_skill_group resource reports success. However, the actual weight distribution in the Genesys Cloud UI does not match the HCL definition. Specifically, the primary_skill weight is set to 0.8 in code, but the UI shows 0.5. The secondary skills also show normalized values that do not sum to 1.0 as expected by the API documentation. This causes agents to receive calls based on incorrect proficiency metrics, leading to a 15% drop in first-call resolution rates.

Troubleshooting

  1. API Verification: Used Postman to call GET /api/v2/routing/skillgroups/{id}. The response JSON confirms the weights are normalized incorrectly on the backend.
  2. Provider Logs: Enabled TF_LOG=DEBUG. The PUT request payload sent to the Genesys API contains the correct raw weights (0.8, 0.2).
  3. Manual Override: Manually adjusting the weight in the UI to 0.8 works immediately. Running terraform plan afterwards shows no drift, indicating the provider is reading the normalized value and treating it as the source of truth, effectively locking us out of correcting it via code.

Is this a known limitation with the Predictive Routing API when handling weighted skill groups? Or is there a specific field in the HCL schema that forces raw weight preservation? The documentation mentions normalization but does not specify if the input must be pre-normalized by the client.

2

This happens because the Terraform provider recalculating weights based on normalized decimals rather than the raw integer values stored in the UI.

  • Export the current state using terraform state pull
  • Compare the weight attribute in the exported JSON against the Genesys Cloud UI settings
  • Apply the configuration with -refresh=false to bypass the drift detection
3

You might want to check at how Genesys Cloud normalizes weight values compared to Zendesk’s static priority tags, as Terraform often flags this normalization as drift. Always verify the skill_group_id mappings in your state file before forcing an apply, since mismatched IDs can silently corrupt routing logic.