Need some help troubleshooting an issue with the Genesys Cloud Analytics API. We are migrating our reporting layer from Zendesk to Genesys Cloud. In Zendesk, we used the search API to pull ticket counts per hour with specific filters. I am trying to replicate this using the /api/v2/analytics/reporting/queues/query endpoint. I sent a POST request with a JSON body specifying interval: 1h, date_from, and date_to. The response code is 200, but the results array is completely empty. I verified that there was call volume during that timeframe by checking the UI. The environment is EU1. I am using the Python SDK version 3.12.0. In Zendesk, we would simply filter by created_at. Here, I am using metrics: ['calls_offered']. Is there a specific delay for data availability that I am missing? Or perhaps the queue ID format is different in the API compared to the admin portal? I have checked the queue settings and they look correct. Any guidance on how to debug empty results would be appreciated. Thank you.
This looks like a schema mismatch in the query parameters. The analytics endpoint is strict about metric definitions. If you send a generic queue query without specifying the exact metric object, it returns 200 with empty data. You need to explicitly define the metrics array in the JSON body. Try adding “metrics”: [{“name”: “offer/accepted”}] or “contact/total” depending on your ticket proxy setup. Also check if your date range exceeds the retention period for your license tier. The API does not throw an error for out-of-range dates, it just returns null. Ensure your date_from and date_to are in ISO 8601 format with timezone offset. Using UTC helps avoid ambiguity. If you are using Terraform to manage this, you can validate the JSON payload using a local-exec provisioner before sending it to the API. This prevents silent failures during deployment. Check the developer portal for the exact metric names available for your queue configuration.
It depends, but generally… the empty JSON response is not a bug but a strict validation feature of the Genesys Cloud Analytics API. The endpoint /api/v2/analytics/reporting/queues/query requires explicit metric definitions in the request body. If the metrics array is missing or malformed, the server returns a 200 OK with an empty data set to avoid breaking downstream parsers.
When migrating from Zendesk, the data model shifts significantly. Zendesk’s search API handles implicit counting, whereas Genesys Cloud requires you to specify the exact metric name and, crucially, the granularity. For hourly ticket volume, you must align your interval with the metric’s supported granularity.
Here is the corrected payload structure for a standard queue query:
{
"interval": "1h",
"date_from": "2023-10-01T00:00:00Z",
"date_to": "2023-10-02T00:00:00Z",
"view": "realtime",
"metrics": [
{
"name": "contact/total"
},
{
"name": "offer/accepted"
}
],
"group_by": ["queueId"]
}
Warning: Ensure your date_from and date_to fall within the retention period of your license tier. Enterprise tiers typically retain detailed analytics for 90 days, while lower tiers may drop historical data sooner. If the date range extends beyond this window, the API will silently return empty results for those periods.
Additionally, verify that the queues you are querying have had contact activity. If no contacts matched the queue filters during the specified interval, the result set will be empty. This is common during initial migration phases when historical data has not yet been ingested or mapped correctly.
Cross-reference the Genesys Cloud API documentation for GET /api/v2/analytics/reporting/queues/query to confirm the exact metric names available for your deployment. Using incorrect metric names, such as ticket/count instead of contact/total, will also result in empty data. Always validate the metric names against the current API schema to avoid serialization errors.