Can’t get this config to load properly… We are stuck in the middle of migrating reporting dashboards from Zendesk to Genesys Cloud. The client expects exact parity in their post-migration reports, specifically regarding ticket-to-interaction mapping. In Zendesk, we used to pull raw ticket volume and solve rate via their support API. Now, we are trying to replicate this using the Genesys Cloud Analytics API.
The issue occurs when querying the queue report type with specific date filters. We are attempting to map Zendesk’s ‘solved tickets’ metric to Genesys Cloud’s ‘conversation ended’ metric, adjusting for the different data models. However, the API call fails intermittently with a 500 Internal Server Error.
Endpoint: GET /api/v2/analytics/report/queue
Payload includes:
dateFrom:2023-10-01T00:00:00.000ZdateTo:2023-10-31T23:59:59.999Zinterval:PT1HgroupBy:[]
Environment details:
- Region:
EU(Frankfurt) - SDK:
genesys-cloud-node-sdk v5.2.1 - Service Account: Has
analytics:viewandreports:viewpermissions.
The error response body is empty, which makes debugging incredibly difficult. Sometimes the same request works if I reduce the date range to a single day, but fails for monthly aggregates. This behavior is inconsistent. In Zendesk, the API was stable for these large date ranges. Is there a known limitation in the Genesys Cloud Analytics API for large dataset queries? Or is this related to how the EU region handles aggregation for queue-level metrics?
We need this data for the final cutover phase. Any insights into why the server-side aggregation fails for monthly intervals but succeeds for daily ones would be helpful. We have checked the network logs, and the request is reaching the Genesys Cloud servers, so it is not a connectivity issue. The timeout is set to 30s, which should be sufficient for this data volume.