Quality Management webhook payload missing evaluation score for ServiceNow sync

Genesys Cloud WFM
1

Just noticed that the outbound webhook triggered on quality.evaluation.completed is dropping the final score.

  • Endpoint: POST to ServiceNow incident table via Data Action.
  • Payload inspection shows evaluation_result is null despite a completed manual eval.
  • Timestamp: 14:00 GMT, matching the London office shift.
  • Architect flow validates JSON structure correctly before the webhook step.
  • ServiceNow returns 201 Created, but the ticket lacks the critical score field for downstream reporting.