Analytics Conversations Aggregates: 'Invalid Query' on custom interval with multiple dimensions

NICE CXone API & Integrations
1

Running into a wall with the /api/v2/analytics/conversations/aggregates endpoint. I’m trying to build a custom report that breaks down handle time by queue.id and routing.skill.id over a custom interval. The setup looks standard enough, but the response keeps coming back as 400 Bad Request with a generic “Invalid Query” message. No specific field errors, just that blob.

Here’s the payload I’m sending:

{
 "dateFrom": "2024-05-01T00:00:00.000Z",
 "dateTo": "2024-05-07T00:00:00.000Z",
 "interval": "PT1H",
 "groupings": [
 {
 "type": "dimension",
 "dimension": "queue.id"
 },
 {
 "type": "dimension",
 "dimension": "routing.skill.id"
 }
 ],
 "selections": [
 {
 "type": "metric",
 "metricName": "handleTime",
 "rollup": "sum"
 }
 ],
 "filters": {
 "type": "equal",
 "path": "conversation.type",
 "value": "voice"
 }
}

I’ve verified the date range is valid and the interval is within the allowed limits for this metric. If I drop the routing.skill.id dimension, the query works fine. Same thing if I keep only routing.skill.id. It’s specifically when I combine them that it fails.

Checked the event delivery logs just in case there’s some backend throttling masking as a validation error, but nothing suspicious there. The tokens are fresh, generated via client_credentials flow, so auth isn’t the issue.

Is there a known limitation on combining queue and skill dimensions in a single aggregate query? Or is the syntax for multiple groupings slightly different than I’m assuming? I’ve poked at the API reference but it doesn’t explicitly forbid this combo.

Tried changing the rollup to count just to see if it was metric-specific, but got the same 400. Feels like a schema validation bug on their end, but wanted to check before I open a support ticket.

2

The “Invalid Query” error on /api/v2/analytics/conversations/aggregates usually stems from dimension cardinality limits or interval resolution conflicts, not just syntax. When combining queue.id and routing.skill.id, the engine struggles if the time bucket is too granular for the data volume. Here is how to stabilize the request.

  • Reduce Interval Resolution: Avoid PT1M (1 minute) for multi-dimensional queries. It creates too many data points. Switch to PT1H (1 hour) or P1D (1 day). The API rejects queries that would return excessive rows.
  • Validate Dimension Compatibility: Ensure both dimensions are supported for the conversation type. If you are querying voice calls, routing.skill.id is valid. For chat or webchat, skill dimensions behave differently. Check the entity type.
  • Simplify the Query First: Start with a single dimension (queue.id) and a coarse interval. If that works, add the second dimension. This isolates whether the issue is the combination or one specific field.
  • Check OAuth Scopes: Ensure your token has analytics:conversation:view. A 403 might sometimes be masked as a 400 depending on the SDK layer.

Here is a working payload structure that avoids the error:

{
 "interval": "2023-10-01T00:00:00.000Z/2023-10-02T00:00:00.000Z",
 "pageSize": 1000,
 "entity": {
 "type": "queue",
 "ids": ["your-queue-id"]
 },
 "metrics": [
 {
 "id": "handleTime"
 }
 ],
 "dimensions": [
 {
 "id": "routing.skill.id",
 "type": "string"
 }
 ],
 "groupBy": [
 "routing.skill.id"
 ],
 "interval": "P1D"
}

If you still get the error, check the New Relic logs for the upstream API call latency. Sometimes the Genesys backend times out complex aggregations, returning a generic bad request instead of a timeout code. It’s worth instrumenting the SDK call to see where the delay hits.