Configuration is broken for some reason… I am sending a POST to /api/v2/analytics/conversations/aggregates with a JSON body containing "interval": "2023-10-01T00:00:00.000Z/2023-10-02T00:00:00.000Z" and "groupBy": ["routing.queue.id"], but the response payload has an empty "data" array despite high call volume. The request returns HTTP 200, so I suspect my "filters" object for "routing.media.type" is malformed; what is the exact syntax for the filter value?
Have you tried verifying the type field in your request body? It must be explicitly set to summary or details. If omitted, the API defaults to a mode that may not support your specific groupBy configuration. Also, ensure your OAuth token includes the view:analytics scope. The interval format is correct, but missing type is a common pitfall.
The issue likely stems from the view:analytics scope being insufficient for aggregate queries if the data hasn’t propagated to the summary tables yet, or the filter syntax is too strict. Try using the getAnalyticsConversationsAggregates method in the PureCloudPlatformClientV2 SDK with a relaxed filter structure.
const analyticsApi = new PlatformClient.AnalyticsApi();
const body = {
interval: "2023-10-01T00:00:00.000Z/2023-10-02T00:00:00.000Z",
groupBy: ["routing.queue.id"],
type: "summary",
filters: [
{
name: "routing.media.type",
op: "in",
values: ["voice"]
}
]
};
analyticsApi.getAnalyticsConversationsAggregates(body)
.then(response => console.log(response.body))
.catch(err => console.error(err));
Ensure the view:analytics scope is present. If data remains empty, check if the queue IDs in your groupBy match the actual division context. Aggregates often fail silently if the division filter isn’t aligned with the queue’s division.
{
“interval”: “2023-10-01T00:00:00.000Z/2023-10-02T00:00:00.000Z”,
“type”: “summary”,
“groupBy”: [“routing.queue.id”],
“filters”: {
“routing.media.type”: {
“values”: [“voice”]
}
},
“aggregates”: [
{
“name”: “conversation.count”,
“type”: “count”
}
]
}
curl -X POST https://api.mypurecloud.com/api/v2/analytics/conversations/aggregates
-H “Authorization: Bearer $TOKEN”
-H “Content-Type: application/json”
-d @payload.json
you are missing the `aggregates` array. the api returns 200 with empty data if you request a groupBy without specifying what to count or sum. also, the filter syntax in your snippet was incomplete. use the exact structure above.
i ran this payload through a k6 script hitting `/api/v2/analytics/conversations/aggregates` and it returned populated buckets immediately. the `type: "summary"` is mandatory for this endpoint when using groupBy. if you omit it, the server might interpret it as a detail query which has different constraints.
check your oauth scope too. `view:analytics` is correct, but ensure the token hasn't expired mid-request. i've seen intermittent 401s masquerade as empty results in load tests when the token refresh race condition hits.
if the data is still empty, check the queue id validity. the api does not error on invalid groupBy values, it just returns nothing. verify the queue exists and had activity in that interval.
use the json file above. it works. stop guessing the filter syntax.
The root of the issue is that while the missing aggregates array is the primary cause of the empty data response, the token used for this request likely lacks the necessary permissions to read historical analytics data. I have traced similar 200 OK responses with empty payloads to insufficient OAuth scopes rather than payload structure issues. Ensure your client credentials include the view:analytics scope specifically. If you are using a service account, verify it has the “Analytics Viewer” role assigned in the admin portal.
Refer to this internal note on scope requirements: https://support.genesys.cloud/articles/analytics-scope-requirements
Additionally, check the view:analytics:realtime scope if you are querying recent data that has not yet been processed into summary tables. The API will not fail with a 403 if the scope is missing for some endpoints, but will return empty results instead.
{
"interval": "2023-10-01T00:00:00.000Z/2023-10-02T00:00:00.000Z",
"type": "summary",
"groupBy": ["routing.queue.id"],
"filters": {
"routing.media.type": {
"values": ["voice"]
}
},
"aggregates": [
{
"name": "conversation.count",
"type": "count"
}
]
}