Can anyone explain why the Quality evaluation scores are not syncing correctly after migrating our survey data?
We are moving from Zendesk’s custom ticket fields to Genesys Cloud Quality. In Zendesk, we used a simple integer field for ‘Agent Satisfaction’ (1-5). In Genesys Cloud, I mapped this to a Question Group in Quality. The data arrives via the Data Action, but the score calculation is off.
Error: Score Aggregation Mismatch
The API returns a 200 OK, but the final score is 0.5 instead of the expected 4.0. I am using the Genesys Cloud REST API v2 endpoints for Quality. The JSON payload looks like this:
{
"questionGroup": {
"name": "Zendesk_Satisfaction",
"questions": [
{
"id": "q1",
"score": 4
}
]
}
}
In Zendesk, this was straightforward. Here, the weighting seems to default to something unexpected. Is there a specific setting in the Quality configuration that mimics Zendesk’s flat scoring? I am struggling with the admin config for this. Any tips on aligning these models would be great.