We’re hitting a wall with a CXone Studio flow that needs to fetch customer tier data from our internal SQL Server before routing the call. The flow hits a DBConnector action configured to execute a simple SELECT statement. The connection profile is set up with the correct JDBC driver and credentials, and we’ve verified connectivity via the test button in the UI, which returns a success message.
The SQL query looks like this:
SELECT tier_level, discount_rate
FROM customer_tiers
WHERE customer_id = '{{var.customerId}}'
The issue is that the output variable, let’s call it dbResult, always comes back as an empty list [], even though we know the var.customerId exists in the table. We’ve added a debug log right before the DBConnector action, and it confirms var.customerId is populated with a valid string, e.g., "CUST-99821". No quotes, no nulls.
I’ve tried changing the query to a hardcoded ID just to rule out variable expansion issues:
SELECT tier_level, discount_rate
FROM customer_tiers
WHERE customer_id = 'CUST-99821'
But it still returns an empty result in the Studio execution log. The error log doesn’t show any SQL syntax errors or connection timeouts, just a silent empty response. Is there a known issue with how Studio handles the result mapping for DBConnector actions? Or do we need to wrap the column names in something specific? The documentation is pretty sparse on the expected JSON structure of the return payload. We’re expecting something like {"data": [{"tier_level": "Gold", "discount_rate": 0.15}]} but getting nothing. Has anyone else seen this behavior with SQL Server backends?