Looking for some advice on troubleshooting this critical blocker in our Zendesk-to-Genesys Cloud migration project. We are attempting to replicate our primary Zendesk satisfaction survey dashboard using the Genesys Cloud Analytics API. The goal is to map the Zendesk ‘ticket solved’ metric to the GC ‘Interaction Completed’ metric with a specific time alignment.
I have configured a custom report definition in the Admin console, matching the Zendesk filter logic for ticket status and creation time. However, when querying the /api/v2/analytics/report/definitions/{id} endpoint with a date range covering the last 30 days, the system consistently returns a server error. This happens regardless of the granularity setting (hourly or daily).
The response body contains the following error:
{ "message": "Internal server error during aggregation calculation", "code": 500, "details": "Failed to join interaction data with custom attribute 'zendesk_ticket_id'. Index out of bounds." }
This is confusing because the custom attribute zendesk_ticket_id is correctly populated on all migrated interactions, verified via the Interaction Search API. The attribute type is set to string, which should be compatible with the join operation. I have also checked the data retention settings, and the interactions are within the standard retention period.
Is there a known limitation with joining custom string attributes in the Analytics API for high-volume datasets? Or could this be related to how the Zendesk ticket IDs are formatted (e.g., leading zeros or special characters) causing the aggregation engine to fail? I am on the Genesys Cloud platform version 2024-06, and the migration scripts are running on Python 3.10 with the Genesys Cloud SDK v2.15.0.
Any insights on how to debug the ‘Index out of bounds’ error in this context would be greatly appreciated. We are on a tight deadline to replace the Zendesk dashboards.