Quick question about the behavior of the Quality Management API when pulling evaluation data for digital channels like WhatsApp and Web Chat. We are currently running a legal discovery report that requires pulling raw evaluation scores alongside the recording metadata for a specific date range. The environment is Genesys Cloud EMEA, version 24.3. When calling GET /api/v2/quality/evaluations with the channel_type filter set to digital, the response returns a 422 Unprocessable Entity error. The payload indicates that the evaluation_criteria_id provided in the query parameters does not match any active criteria for that specific channel type. This is confusing because the same criteria ID works perfectly for voice interactions. The documentation suggests that digital evaluations might use a different schema, but there is no clear endpoint listed for mapping digital-specific criteria IDs in the current Swagger definition. We need the exact score values to maintain the chain of custody for the exported files, so relying on the UI export is not an option due to the volume of records.
The issue seems to stem from how the bulk export job references the evaluation metadata. When the job processes the digital recordings, it attempts to join the evaluation table using the standard voice criteria IDs, which obviously fails for text-based interactions. Is there a separate API endpoint or a specific header required to fetch the evaluation metrics for digital channels? We have verified that the OAuth token has the quality:evaluation:read scope. The error logs show no indication of a timeout or network issue, just a strict validation failure on the criteria ID. This blocks our automated pipeline for generating the legal hold packages. Any insights on how to correctly query digital evaluation data via the API would be appreciated. We need to ensure the metadata file includes the agent performance score for compliance purposes. The current workaround of manually downloading from the UI is not scalable for the thousands of sessions we are processing this month.
Ensure channel_type matches exact enum value
channel_type = “DIGITAL”
This looks like a case sensitivity issue. The API expects uppercase `DIGITAL`, not lowercase. Check the Genesys Cloud API reference for valid enum values.
The problem is that while the enum value DIGITAL is indeed the correct uppercase string for the channel type filter, the 422 Unprocessable Entity error often persists if the request payload or query parameters contain conflicting fields that are not supported for digital channels. Specifically, when querying digital evaluations via the Genesys Cloud Quality API, certain filters such as recording_id or specific media type constraints might be invalid or ignored, causing the server to reject the request structure entirely.
In our ServiceNow integration scripts, we encountered this exact issue when attempting to sync WhatsApp evaluation scores. The initial fix of correcting the case to DIGITAL was necessary but insufficient. The actual resolution involved stripping out any media_type filters from the query parameters, as digital channels do not adhere to the same media classification schema as voice calls. Additionally, ensure that the date_range format strictly adheres to ISO 8601 without timezone ambiguity, as the EMEA edge nodes are particularly strict about timestamp validation in bulk queries.
Here is the adjusted curl command that successfully retrieves the data:
curl -X GET "https://api.mypurecloud.com/api/v2/quality/evaluations?channel_type=DIGITAL&date_from=2024-01-01T00:00:00Z&date_to=2024-01-31T23:59:59Z" \
-H "Authorization: Bearer {access_token}" \
-H "Content-Type: application/json"
Cross-referencing the official documentation at https://developer.genesys.cloud/api/quality/evaluations confirms that digital channel evaluations require a simplified parameter set. If you are using a Data Action in ServiceNow, ensure the REST API configuration excludes any legacy voice-specific filters. This adjustment should resolve the 422 error and allow the legal discovery report to populate correctly with the raw evaluation scores and associated metadata.
Have you tried omitting recording_id entirely since digital evaluations often lack traditional media artifacts? The schema validation fails on that mismatch, so swapping to interaction_id usually resolves the 422.