Could someone clarify why the Quality Evaluation API returns a 400 when trying to map Zendesk CSAT scores? We are migrating survey data and hitting a validation error on the score_type field.
{
"code": "bad_request",
"message": "Invalid score type for evaluation type"
}
In Zendesk, numeric ratings were straightforward. Genesys Cloud seems stricter about the evaluation type configuration. Is there a specific schema requirement for imported survey data?
If I recall correctly, the Quality Evaluation framework in Genesys Cloud does not accept arbitrary numeric mappings for score_type when the underlying evaluation type is not explicitly configured as a survey-based metric. The 400 error usually indicates a mismatch between the external data structure and the internal Genesys Cloud evaluation schema. While the Zendesk integration is robust, it requires the target evaluation to be pre-configured with a compatible scoring model, such as a Likert scale or a specific survey question type, rather than a raw integer field.
The documentation suggests that for external survey data, one should map the Zendesk response to a specific survey_question ID within the Genesys Cloud Quality module. Attempting to force a generic numeric score into a non-survey evaluation type triggers the validation error. A common fix is to verify that the evaluation type in Genesys Cloud is set to “Survey” and that the score_type field in the API payload matches the exact enum value expected by that survey question configuration, such as rating or csat, rather than a custom numeric label.
Check the following configurations in the Quality Management interface:
score_type in the API payload matches the defined question type in the survey builder.