Genesys Analytics Aggregates API returning empty data for custom intervals

We’re trying to build a custom interval report using the GET /api/v2/analytics/conversations/aggregates endpoint. The goal is to pull average handle time and call volume in 15-minute buckets for the last 24 hours, but the entities array in the response is always empty.

I’ve been following the documentation and the basic structure seems right, but I’m clearly missing something in the query payload. Here’s the JSON body we’re sending:

{
 "interval": "15min",
 "dateFrom": "2023-10-25T00:00:00.000Z",
 "dateTo": "2023-10-26T00:00:00.000Z",
 "groupings": [
 {
 "name": "wrapupCode",
 "type": "string"
 }
 ],
 "select": [
 {
 "name": "totalHandled",
 "type": "sum"
 },
 {
 "name": "talkDuration",
 "type": "avg"
 }
 ],
 "where": [
 {
 "path": "routing.queue.id",
 "op": "in",
 "value": ["a1b2c3d4-e5f6-7890-abcd-ef1234567890"]
 }
 ]
}

The request returns a 200 OK, so the authentication and syntax seem fine. The response body looks like this:

{
 "paginationInfo": {
 "total": 0,
 "page": 1,
 "pageSize": 1000,
 "pages": 1
 },
 "entities": []
}

I’ve double-checked the queue ID and confirmed there was definitely traffic in that queue during this window. We’re using the Python SDK, and I’ve also tried hitting the endpoint directly with Postman to rule out any library quirks. The timezone is set to UTC in the request, which matches our org settings.

Is there a specific permission set required for the OAuth client to pull aggregate data? Or is the where clause syntax causing the filter to exclude everything? I’ve tried removing the where clause entirely and just querying the whole org, but still get zero results.

Any pointers on what might be blocking the data return would be appreciated. We’re stuck on this for a dashboard build.

Spot on with the method mix-up. GET requests don’t send a body. You’re likely hitting a 400 or the server is just ignoring your payload entirely. That endpoint lives on POST /api/v2/analytics/conversations/aggregates.

Here’s how the request actually looks. Note the timeGrouping for those 15-minute buckets:

POST /api/v2/analytics/conversations/aggregates
{
 "dateFrom": "2023-10-26T00:00:00.000Z",
 "dateTo": "2023-10-27T00:00:00.000Z",
 "timeGrouping": "15min",
 "queryType": "conversation",
 "selectionCriteria": {
 "filter": "type:voice"
 },
 "aggregates": [
 {
 "name": "handleTime",
 "type": "AVG"
 },
 {
 "name": "volume",
 "type": "COUNT"
 }
 ]
}

Also check your scopes. You need analytics:view at minimum. If you’re still getting empty results, try widening the dateFrom to include the current time. The API is strict about closed intervals. Sometimes the last bucket doesn’t populate until the window fully closes.

Switching to POST is definitely the first step, but you’ll still get empty entities if your date range or grouping logic doesn’t align with Genesys Cloud’s internal bucketing rules. The API is notoriously picky about timeGrouping. If you specify interval but don’t set a valid timeGrouping value like fifteenMinute, the engine might drop the query or return zeros. Also, make sure your dateFrom and dateTo aren’t overlapping with active data processing windows. Sometimes the system needs a few minutes to index completed conversations.

Here’s a working payload structure that I’ve used in my Terraform-managed reporting pipelines. Notice the metrics array needs explicit names, and timeGrouping must match your interval expectation.

POST /api/v2/analytics/conversations/aggregates
Content-Type: application/json

{
 "dateFrom": "2023-10-25T00:00:00.000Z",
 "dateTo": "2023-10-26T00:00:00.000Z",
 "interval": "PT15M",
 "timeGrouping": "fifteenMinute",
 "metrics": [
 "averageHandleTime",
 "totalCalls"
 ],
 "filter": {
 "type": "and",
 "clauses": []
 },
 "entities": []
}

If you’re still seeing empty results, check the filter clause. An empty clauses array inside an and filter is usually fine, but if you accidentally added a clause with a missing operator or invalid value, the query fails silently. I’ve seen this happen when copying filters from other reports. Also, verify the OAuth scope includes analytics:report:view. Without it, you might get an unauthorized response that some SDKs mask as empty data.

One thing that tripped us up recently was timezone handling. Genesys Cloud uses UTC for all analytics queries. If your dateFrom is in local time without the Z suffix, the backend might interpret it incorrectly, leading to a range that falls outside any recorded data. Always append Z to enforce UTC. This saves hours of debugging when the data looks right in the UI but vanishes in the API response.