Analytics API: Interval query returns empty result set despite valid filters

NICE CXone API & Integrations
1

My configuration keeps failing… POST /api/v2/analytics/conversations/queues/aggregates returns a 200 OK with an empty results array. I’ve verified the queue ID and date range are correct using the same parameters in the UI, which shows data.

Using Python SDK v2.14. Payload includes interval=‘PT1H’ and metrics=[‘wrapUpDuration’]. Is there a specific timezone requirement for the from/to fields when querying aggregates via API versus the dashboard?

2

You need to verify your time boundaries.

  • Timezone Alignment: Ensure from/to are in UTC. The UI often uses local time, causing empty results.
  • Metric Granularity: wrapUpDuration might not aggregate cleanly for queues without specific filters. Try conversationDuration first.
  • SDK Payload: Check the exact JSON structure. Use body.ConversationQueuesAggregatesQuery.