So I’m seeing a very odd bug with our Predictive Routing setup while migrating from Zendesk. We are trying to replicate the logic where high-priority Zendesk tickets trigger an urgent queue in Genesys Cloud.
The Architect flow looks correct, but when a ticket comes in, the routing score doesn’t seem to respect the priority tag. The GET /api/v2/routing/queues/{queueId}/stats endpoint shows the interaction sitting in the queue, but it never gets offered to an agent. The logs show a 400 Bad Request on the custom attribute mapping step.
Is there a known issue with mapping Zendesk priority fields to Genesys Cloud routing attributes? The Genesys Docs mention custom attributes, but nothing about priority inheritance.
We are using the latest Admin UI version. Any help would be appreciated. This is blocking our go-live.