Genesys Cloud Analytics API: Grouping by queue and media type in aggregation query

Hey folks,

I’m trying to build an aggregation query that groups by queue and media type using the Genesys Cloud Analytics API. The goal is to get a breakdown of interactions per queue, split by voice, chat, and email. I’ve got the basic structure working, but the response isn’t grouping correctly. It’s returning a flat list instead of nested groups.

Here’s the JSON payload I’m sending to /api/v2/analytics/interactions/queues/query:

{
 "dateFrom": "2023-10-01T00:00:00.000Z",
 "dateTo": "2023-10-31T23:59:59.999Z",
 "groupBy": ["queueId", "mediaType"],
 "filters": {
 "mediaType": {
 "type": "in",
 "values": ["voice", "chat", "email"]
 }
 },
 "select": [
 {
 "type": "count"
 }
 ]
}

The API returns a 200 OK, but the results array doesn’t have the expected group structure. Each item has a queueId and mediaType, but they’re not aggregated properly. I’m expecting something like:

{
 "queueId": "abc123",
 "groups": [
 {
 "mediaType": "voice",
 "count": 150
 },
 {
 "mediaType": "chat",
 "count": 75
 }
 ]
}

Instead, I’m getting:

[
 {
 "queueId": "abc123",
 "mediaType": "voice",
 "count": 150
 },
 {
 "queueId": "abc123",
 "mediaType": "chat",
 "count": 75
 }
]

Is this a limitation of the API, or am I missing something in the query structure? I’ve tried adding groupBy as a nested array, but that just throws a 400 Bad Request. Any pointers would be appreciated.

The issue is likely in how you are structuring the groupBy array. The API expects a flat list of dimensions, but the response structure depends heavily on the order and presence of those dimensions. If you want nested grouping, you need to ensure both queue and mediaType are present in the request.

Here is a working example using the .NET SDK. Notice how we build the AnalyticsInteractionQueryRequest.

var client = PureCloudPlatformClientV2.ApiClient.Create();
var analyticsApi = new AnalyticsApi(client);

var request = new AnalyticsInteractionQueryRequest
{
 GroupBy = new List<string> { "queue", "mediaType" },
 DateRange = "last_7_days",
 PageSize = 100
};

var response = await analyticsApi.PostAnalyticsInteractionsQueuesQuery(request);

The docs state: “The response will contain a data array where each item represents a unique combination of the group-by dimensions.” It does not nest them automatically in a tree structure. You get a flat list of objects, each with a queue name and a mediaType.

If you are seeing a flat list, that is actually correct behavior. You just need to process the data array in your C# code to group it yourself.

var groupedData = response.Data
 .GroupBy(item => new { item.Queue.Name, item.MediaType })
 .Select(g => new {
 Queue = g.Key.Queue,
 MediaType = g.Key.MediaType,
 Count = g.Sum(x => x.Count)
 });

Also, check your dateRange. If you use last_7_days but your queues have no activity, you get empty results. Use 2023-01-01T00:00:00.000Z/2023-01-02T00:00:00.000Z for testing to isolate a small window.

One thing to watch out for is pagination. The pageSize limit applies per group combination. If you have many queues, you might hit the limit and miss data. Check the nextPageToken in the response and loop if it exists.

The SDK handles the token for you if you use the GetNextPage method, but the initial call might truncate results if you don’t increase pageSize or loop.