Is it possible to map Zendesk satisfaction scores directly to Genesys Cloud Quality Management scores? We are seeing a 400 Bad Request on the POST /api/v2/quality/evaluations endpoint when trying to push historical data.
“Custom score fields must be mapped to a corresponding quality criterion in the evaluation template.”
Using genesys-cloud-node-sdk v2.5.0. The JSON payload matches the schema, but the response indicates a mismatch in the score field type. Migrating from Zendesk’s simple numeric scale to GC’s weighted criteria seems to require more than just a direct value copy. Has anyone successfully scripted this conversion?
Make sure you align the Zendesk score field to an existing Genesys Quality criterion before pushing the payload, as the API rejects unmapped custom fields outright.
Note: The evaluation template must be finalized before historical data ingestion.
The 400 error typically stems from the evaluation template not having the specific custom criterion defined and saved before the API call is made. The SDK validates the payload against the live template structure, so any mismatch in field IDs or missing criteria definitions will cause an immediate rejection. Ensure the target evaluation template includes a custom criterion with the exact ID expected by your payload, and that the template status is set to ‘published’. Here is a snippet to verify the template configuration before pushing data:
const template = await qualityApi.getQualityEvaluationTemplatesId(templateId);
const criterionExists = template.criteria.some(c => c.id === 'zendesk_satisfaction_score');
if (!criterionExists) {
console.error('Criterion not found in template');
}
Double-check that the criterion ID in your code matches the UUID returned by the Genesys Cloud API for that specific template field.