Troubleshooting

Common issues encountered when integrating Genesys Cloud with Power BI.

Authentication Failures (401)

• Cause: Expired Token or Invalid Client Credentials.
• Fix: Ensure your Get Token query is refreshing correctly. Check if the Client Secret has changed.

Missing Data

• Cause: Incorrect Date Range or Timezone.
• Fix: Verify that your interval parameter is dynamic and correctly formatted (ISO-8601). Check if timeZone in Adherence requests matches the intended region.
• Cause: Permissions.
• Fix: Ensure the OAuth Client has permissions for the resource (e.g., Analytics > Read, Quality > Read).

Rate Limiting (429)

• Cause: Refreshing too frequently or parallel queries.
• Fix: Reduce dataset refresh frequency (e.g., from every 15 mins to Hourly). Implement caching for static data (like Users/Teams).

"Bad Request" (400)

• Cause: Malformed JSON.
• Fix: detailed error messages often accompany the 400 response. Check for typos in field names (e.g., metric vs metrics).