Stuck on why the Genesys Cloud predictive routing engine rejects our capacity definitions during the Zendesk migration. The /api/v2/routing/capacity endpoint returns a 400 error stating ‘Invalid capacity type’ when trying to map our Zendesk SLA-based agent availability.
How do we translate Zendesk’s time-based SLA tiers into Genesys Cloud’s skill-based capacity weights without breaking the routing logic?