I’m pulling real-time queue metrics via the Python SDK, specifically get_analytics_queues_realtime_summary. The goal is to display waiting call counts and available agents on a dashboard that updates every 5 seconds.
Here’s the setup:
from genesyscloud import analytics_api
api_instance = analytics_api.AnalyticsApi(api_client)
try:
result = api_instance.get_analytics_queues_realtime_summary(
queue_ids=["queue-uuid-here"],
interval="5s"
)
print(result.entities[0].stats['waiting_count'])
except Exception as e:
print(e)
The API call succeeds with a 200 OK. But the waiting_count seems to lag by about 10-15 seconds compared to the Genesys Cloud admin UI. I’ve tried reducing the interval to 1s, but it just burns through our rate limits faster without improving accuracy.
Is there a caching layer on the server side that I’m missing? Or should I be using a different endpoint, maybe the WebSocket events for routing.queue.summary? The docs aren’t super clear on the exact refresh rate for the REST API versus the streaming events. I’ve checked the lastRefreshed timestamp in the response, and it’s definitely not matching the current time. Feels like I’m hitting a wall here.