Hi all,
We’re hitting a blocker pushing WFM quality scores into the predictive dialer, and it’s breaking our pacing logic while triggering compliance flags.
On Genesys Cloud 2024-11, the attempt to sync quality metrics via the WFM scheduling API is returning {"code":"invalid_param","message":"quality_metric_mapping_missing"}. This is causing the outbound queue to freeze because the dialer is incorrectly treating the quality flag as a DNC trigger. Meanwhile, the Architect flow OUT_QM_SYNC_V2 is logging a 400 error on the REST action step.
The impact on our campaign metrics is immediate: pacing has dropped to 15%, and while the abandonment rate is holding steady at 2.8%, compliance audits are rejecting the batch because the quality webhook times out. I’m not sure why the pacing engine stays stuck on the {"code":"invalid_param","message":"quality_metric_mapping_missing"} response.
Has anyone seen this mapping error in their outbound ops? Is there a specific configuration needed to align the WFM quality metrics with the dialer’s definitions? Also, is there a workaround to prevent the quality flag from triggering the DNC logic while we resolve the API error?
Thanks.