I’m trying to pull real-time queue stats from CXone using the /api/v2/reporting/queues/stats endpoint. The request returns a 200 OK, but the data array is always empty, even though agents are clearly logged in and active in the queues. I’m passing the correct interval and group-by parameters in the JSON body. Any idea why the payload would be null?
You’re hitting a common issue with the v2 Reporting API. That endpoint provides aggregated historical data, not a live stream of queue state. If your time interval is too short or focuses on the very recent past, the API will likely return empty arrays because the data hasn’t been fully processed and stored in the data warehouse.
For true real-time queue statistics, you should use the Real-Time Metrics (RTM) API.
You’ll need to use the queueId parameter to specify the queues you’re interested in. Here’s an example using the CXone API Explorer or a similar tool:
GET /api/v2/realtime-metrics/queues/{queueId}
Ensure your API key has the appropriate permissions to access RTM data. The response will include current agent counts, average wait times, and the number of interactions in the queue. While there will be a slight latency - typically under a second - this is the recommended approach for live dashboards. The Reporting API is designed for historical analysis and won’t provide data for the current second. Avoid using it for real-time displays.
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