Parsing nested JSON in Genesys Cloud analytics.conversation.aggregate webhook payload

Hey folks,

I’m trying to build a consumer for the v2.analytics.conversation.aggregate webhook in CXone. The goal is to pull specific metrics like tHandle and tHold for real-time reporting in our internal dashboard. I’ve subscribed to the event stream via the API, and I can see the webhook hitting my endpoint successfully with a 200 OK. However, the payload structure is… well, it’s deep.

I’m using Node.js with Express to receive the POST request. The body parser is working, but when I try to access the data, I keep getting undefined or hitting a type error because the structure changes based on whether the conversation is voice or digital.

Here’s the skeleton of the JSON I’m seeing in the logs:

{
 "id": "some-guid",
 "created_date": "2023-10-27T14:00:00.000Z",
 "data": [
 {
 "entity_id": "agent-id-123",
 "metrics": {
 "tHandle": 120.5,
 "tHold": 15.2
 }
 }
 ],
 "_embedded": {
 "interactions": [...]
 }
}

My current parsing logic looks like this:

app.post('/webhook/analytics', (req, res) => {
 const payload = req.body;
 // This fails sometimes when data is an empty array or structure differs
 const metrics = payload.data[0].metrics;
 const handleTime = metrics.tHandle;
 
 console.log(handleTime);
 res.status(200).send();
});

The issue is that payload.data isn’t always an array with items. Sometimes it’s empty, or the metrics object is nested under a different key depending on the interaction type. I’ve tried adding checks for Array.isArray, but I’m missing something about how Genesys structures the aggregate data. Is there a standard way to safely traverse this? I don’t want my consumer to crash every time a weird edge case comes through.

Also, is this the right event for real-time metrics? I see v2.interactions.events but that seems too noisy. Just looking for a reliable pattern to extract tHandle without throwing errors.

Are you hitting the /events/v2.0/events endpoint directly or using the Webhook API? The payload structure changes slightly. If it’s the standard CXone webhook, the metrics live in data.attributes.metrics. Try this parser:

const handleTime = payload.data?.attributes?.metrics?.tHandle || 0;

Check if data is an array or object first.

thanks for the pointer on the data.attributes.metrics path. that definitely got me past the initial “undefined” errors, but i’m still hitting a snag with the actual metric objects.

in my logs, metrics isn’t a flat object. it’s an array of metric definitions, and the actual values are nested under a values array or sometimes inside a metricData object depending on the aggregation type. if you just grab tHandle directly, you’ll likely get undefined because the key might be handleTime or wrapped in a timestamp object.

here’s what finally worked for me in the express handler:

const metrics = payload.data?.attributes?.metrics || [];
const handleMetric = metrics.find(m => m.type === 'tHandle');
const handleTime = handleMetric?.values?.[0]?.value || 0;

you’ll need to check the type field to match the metric name you’re after. also, keep an eye on the aggregationInterval in the subscription config. if it’s set too high, you won’t get real-time data, just batched chunks.