I’m trying to pull real-time queue statistics from CXone using the v2 Reporting API. The goal is to get current wait times and agent counts without the lag inherent in the historical analytics endpoints.
I’ve been hitting GET /api/v2/reporting/queues/realtime with the standard OAuth bearer token. The request succeeds with a 200 OK, but the payload looks suspicious. The waitTime values are static for about 15 minutes, then jump. That doesn’t match the live dashboard.
Here’s the response structure I’m getting:
{
"id": "queue-123",
"name": "Support",
"stats": {
"waitTime": 45000,
"inQueue": 12,
"availableAgents": 5
},
"timestamp": "2023-10-27T04:30:00Z"
}
I’ve checked the timestamp field. It’s updating, but the stats aren’t reflecting the actual load. I’ve tried adding query parameters like group=queue and interval=1m, but the docs for the realtime endpoint are thin on specifics about polling frequency or cache TTLs.
Is there a specific header or query param I need to force a fresh fetch? Or is the realtime endpoint actually just a cached snapshot updated every few minutes? I’ve also tried the WebSocket events for queue state changes, but the payload schema there is different and doesn’t include the aggregate wait time I need.
I’m using the Python SDK (genesyscloud_reporting.queue_api.get_queue_realtime()), but I’ve tested raw HTTP calls too with the same result. The latency is killing our SLA reporting. Any ideas on how to get truly live data? Or is this a known limitation of the v2 reporting layer?