We’re trying to pull real-time queue statistics from NICE CXone to feed into our New Relic dashboards. The goal is to get the current waiting call count and available agent count for specific queues. We’re using the /api/v2/reporting/stats endpoint with an OData query string.
Here’s the request payload:
{
"groupBy": [],
"interval": "realtime",
"metrics": ["queue.waiting", "queue.availableAgents"],
"timeRange": {
"start": "2024-05-20T10:00:00Z",
"end": "2024-05-20T10:05:00Z"
},
"where": "queue.id in ('queue-id-1', 'queue-id-2')"
}
The API returns a 200 OK, but the aggregates array in the response is completely empty. No data points are returned. We’ve verified these queue IDs exist and have active traffic. The where clause syntax looks correct based on the docs.
We’ve tried changing the interval to PT5M with no luck. The New Relic integration times out waiting for data. Is there a specific permission scope missing? Or is the realtime interval not supported for these metrics in v2? We need this for our custom event ingestion pipeline.