I’ve been trying to pull real-time queue metrics from CXone using the v2 Reporting API, but I keep getting an empty array in the response body. The goal is to monitor queue depth and agent availability for our London-based support team, which operates across multiple time zones. We’re using the standard REST endpoint /api/v2/analytics/queues/realtime with a simple GET request.
Here’s the basic structure of the call I’m making via Postman for testing purposes:
GET https://{org_id}.mypurecloud.com/api/v2/analytics/queues/realtime?dateFrom=2023-10-01T00:00:00.000Z&dateTo=2023-10-01T23:59:59.999Z&groupby=queue
The authentication is handled through OAuth 2.0 client credentials, and I’ve verified that the token has the necessary analytics:report:read scope. The HTTP status code comes back as 200 OK, which suggests the request itself is valid, but the JSON payload looks like this:
{
"results": []
}
I’ve tried adjusting the dateFrom and dateTo parameters to include the current day and even expanded the range to cover the past week. No luck. I also tested with a specific queue ID in the URL path, like /api/v2/analytics/queues/{queue_id}/realtime, but the result is the same.
One thing I noticed is that the documentation mentions a groupBy parameter, but I’m not entirely sure if it’s required for real-time data or just for historical reports. I’ve seen examples where people use groupBy=queue and groupBy=agent, but neither seems to help here.
Could it be a caching issue? Or maybe there’s a delay in how CXone populates these real-time stats? I’ve also checked the queue configuration in the CXone admin console, and everything looks fine-agents are logged in, and calls are being routed as expected.
Anyone else hit this wall? I’m starting to wonder if I’m missing a subtle parameter or if there’s a known limitation with the v2 Reporting API for real-time data.