Why is Genesys Cloud data not syncing?

Troubleshooting Scenario

You expect Genesys Cloud conversation variables to be synced to survey attributes in Mindful Feedback, but one or more conversation variables are missing.

Note: This article applies to Genesys Cloud integrations.

Troubleshooting Steps

If data is missing from Genesys Cloud interactions, the cause is likely to come from one of two places:

  • Survey mapping in Mindful Feedback
  • Data not being delivered from Genesys Cloud

Follow the diagram below to isolate the cause and find the most likely solution.

Flow chart of troubleshooting steps

For more guidance on keys steps in the process, see the notes below.

  1. Open the Event Log page from the sidebar menu, then configure the search filters as needed to find a specific interaction.
  2. Check Settings > Customer Settings > Integrations > Configure Genesys Cloud > Configure Polling tab for this.
  3. For instructions on configuring survey mappings, see Adding or Updating Survey Interactions.
  4. You can view conversation objects in the Genesys Cloud API Explorer using the Get conversation resource endpoint (/api/v2/conversations/{conversationId}).