Stuck on getting the satisfaction metrics to align between our legacy Zendesk setup and the new Genesys Cloud CX environment. We are in the final stages of migration and trying to replicate the exact reporting views we had in Zendesk’s Sunshine Console.
In Zendesk, we pulled ticket satisfaction scores directly via the API and aggregated them by tag. In Genesys Cloud, we are using the CX Survey feature, but the data model feels completely different. When we query the /api/v2/analytics/interactions/summary endpoint with the survey metric set, the response returns empty arrays for the disposition field, even though agents are clearly closing interactions with survey prompts.
Is there a specific configuration in the Architect flow or the Survey Settings that needs to be toggled to ensure the disposition data is captured correctly for reporting? We want to ensure the historical data from Zendesk can be compared against the new GC data, but the lack of disposition codes in the analytics summary is blocking our validation process. Any pointers on how to bridge this gap would be appreciated.
Thanks for the help!