Does anyone know why custom interaction attributes defined in Architect are not populating correctly in the Analytics API response, despite appearing in the UI?
We are building a custom reporting dashboard for a client using the Genesys Cloud Platform API. The integration retrieves conversation data via /api/v2/analytics/conversations/queues/summary. The client has defined several custom attributes in their Architect flows to track specific customer intents and routing logic. These attributes are successfully set during the conversation and are visible in the Genesys Cloud UI under the Conversation History tab.
However, when querying the Analytics API, these custom attributes are missing from the response payload. We have verified that the attributes are marked as ‘reportable’ in the Architect configuration. The API version used is v2, and we are using the official Python SDK version 2.8.15. The OAuth token used for the API calls has the analytics:report:read scope.
We have attempted to include the attributes in the aggregations parameter of the API request, but the response still lacks the expected data. The query structure is as follows:
{
"dateFrom": "2023-10-01T00:00:00.000Z",
"dateTo": "2023-10-31T23:59:59.999Z",
"interval": "P1D",
"aggregations": [
{
"metric": "handleTime",
"group": "customAttribute.intent"
}
]
}
The response returns an error indicating that the group field is invalid or unrecognized. We have also checked the attribute configuration in the Genesys Cloud admin settings, and the attributes are correctly linked to the conversation entity.
Is there a delay in the propagation of custom attributes to the analytics data store? Or is there a specific configuration required in the Architect flow to ensure these attributes are available for API-based reporting? We have also checked the rate limits, and the requests are well within the allowed limits. Any insights into this discrepancy would be greatly appreciated.