Having some issues getting my configuration to work when trying to map Zendesk Customer Satisfaction (CSAT) survey results to Genesys Cloud Quality Management forms via the API. We are in the middle of a complex migration from Zendesk Support to Genesys Cloud, and I am struggling to replicate the automatic quality scoring logic we had in Zendesk using the new WFM and Quality Management integrations.
In Zendesk, we used custom fields to trigger satisfaction surveys, and the scores were directly linked to agent performance reports. In Genesys Cloud, I am attempting to use the Quality Management API to create a form that maps to these interaction outcomes. However, when I try to push the form definition using the PUT /api/v2/quality/forms endpoint, I receive a 422 error. The documentation suggests this is related to attribute mismatch, but I cannot find a clear mapping guide for Zendesk CSAT fields to Genesys Custom Attributes within the Quality form context.
Here is the error response I am getting:
{
"message": "The request could not be processed.",
"status": 422,
"code": "unprocessable_entity",
"details": [
{
"message": "Field 'csat_score' is not a valid attribute type for this form section.",
"path": "/sections/0/items/0/attribute"
}
]
}
I am using the Genesys Cloud SDK for Python version 12.0.0. My environment is in the Europe/Paris region. I have already tried mapping the Zendesk CSAT score to a numeric custom attribute and a rating attribute in the Quality form, but both attempts fail with similar 422 errors. I suspect there is a specific configuration requirement for digital channel interactions that I am missing, or perhaps the Quality form cannot directly ingest data from the Zendesk migration middleware without a specific intermediate step.
Can someone clarify how to correctly structure the Quality form attributes to accept migrated CSAT data? I want to ensure our quality scores in Genesys Cloud accurately reflect the historical performance data from Zendesk. Any guidance on the correct attribute types or API payload structure would be incredibly helpful. I am eager to get this migration piece finalized so we can move forward with the full agent onboarding.