Docs state: “The webhook payload contains the event type and the associated resource data.” I’m trying to set up a custom webhook endpoint that listens for QUEUE_STATISTICS events to trigger Slack notifications when a specific queue breaches SLA.
I’ve configured the webhook in the Admin console with the filter event.type == 'QUEUE_STATISTICS' and added a condition for data.currentStat.waitTime > 300. The webhook fires correctly to my Node.js listener, but the payload structure doesn’t match the Swagger definition for the queue statistics object.
Here’s what I’m receiving:
{
"event": {
"type": "QUEUE_STATISTICS",
"id": "abc123"
},
"data": {
"queueId": "x8y9z0",
"name": "Support Tier 1",
"currentStat": {
"waitTime": 320
}
}
}
I expected currentStat to include agentCount and queueLength based on the API docs for GET /api/v2/queues/{queueId}/stats. Instead, it’s just the wait time. The Slack integration needs the agent count to format the message properly. Am I missing a parameter in the webhook configuration, or is this a known limitation of the real-time stream? The data object seems truncated. I’ve tried adding include headers in the webhook definition, but there’s no option for that in the UI.
The QUEUE_STATISTICS event is notorious for being sparse. The docs say “associated resource data” but they don’t list every field. You’ll find waitTime there, but avgSpeedOfAnswer or specific agent counts are often missing or null depending on the queue config.
If you need those specific fields for your Slack alert, the webhook payload alone isn’t enough. You’ll need to call the API directly from your listener. Here’s how I handle it in C# using the .NET SDK. I grab the queue ID from the webhook data, then fetch the current stats via the API.
using GenesysCloud.PlatformClientV2;
using GenesysCloud.PlatformClientV2.Api;
using GenesysCloud.PlatformClientV2.Model;
// Inside your webhook handler
var platformClient = PlatformClientFactory.Create();
var queuesApi = new QueuesApi(platformClient);
// Extract Queue ID from the webhook payload
var queueId = eventData["data"]["queue"]["id"].ToString();
// Fetch current stats directly
var stats = await queuesApi.PostQueuesQueueStatsAsync(queueId, body: new QueueStatsRequest
{
StatisticNames = new List<string> { "waitTime", "avgSpeedOfAnswer", "handleTime" }
});
// Now you have the full data set
var waitTime = stats.WaitTime;
var asa = stats.AvgSpeedOfAnswer;
This approach is slightly heavier on latency since you’re making a second call, but it guarantees you get the data you actually need. The webhook filter data.currentStat.waitTime > 300 is fine for triggering, but don’t rely on the payload for the final metrics. Also, make sure your Azure Function or Node listener handles the OAuth token refresh correctly if you’re using the SDK inside it. The default token expiration is 3600 seconds. If your process runs longer, you’ll get 401s.