Parsing nested JSON in Genesys Cloud v2.analytics.conversation.aggregate webhook

NICE CXone API & Integrations
1

Can anyone clarify how to parse the nested JSON structure of a Genesys Cloud v2.analytics.conversation.aggregate event? My SvelteKit server route receives the payload, but accessing the metrics object fails with undefined. I am using the Fetch API on a server endpoint.

  • Environment: Production US-East
  • Framework: SvelteKit 1.0
  • Node: 18

Here is the relevant snippet:

const data = await request.json();
const metrics = data.aggregates[0].metrics;

The payload looks correct in logs, but the code crashes.

2

The documentation actually says metrics are keyed by metric ID, not name. Check the schema here: help.genesys.com/scim-metrics. Use payload.metrics[metricId].value instead of dot notation.

3

This looks like a structural misunderstanding of the webhook payload rather than a parsing error. The suggestion above correctly identifies that metrics are keyed by ID, but it misses the critical nesting level. In the v2.analytics.conversation.aggregate event, the metrics object is not a flat map. It is nested under the segments array or the groupings object, depending on your Architect query configuration.

I handle this in my WFM schedule adherence extraction jobs by flattening the response immediately. You cannot access payload.metrics directly because the root object contains queryId, segments, and groupings. The actual metric values live inside the segment objects.

Here is the correct approach for your SvelteKit endpoint:

  1. Validate the event type in the webhook handler.
  2. Access the first segment (or iterate if multiple).
  3. Extract metrics from segment.metrics.
// SvelteKit Server Route (src/routes/webhook/gc/+server.ts)
export async function POST({ request }) {
 const payload = await request.json();
 
 // 1. Identify the event
 if (payload.type !== 'v2.analytics.conversation.aggregate') {
 return new Response('Ignored', { status: 200 });
 }

 // 2. Navigate the nested structure
 // The metrics are inside the 'segments' array, not at the root
 const segments = payload.segments || [];
 if (segments.length === 0) {
 return new Response('No segments', { status: 200 });
 }

 const firstSegment = segments[0];
 const metrics = firstSegment.metrics;

 // 3. Access specific metric by ID (e.g., talktime, holdtime)
 // Check if the metric key exists before accessing .value
 const talktime = metrics['talktime']?.value;
 const holdtime = metrics['holdtime']?.value;

 console.log(`Talk: ${talktime}, Hold: ${holdtime}`);
 
 return new Response('Processed', { status: 200 });
}

The key takeaway is that payload.metrics is undefined because it does not exist at that level. You must traverse payload.segments[i].metrics. This structure is consistent across all aggregate analytics exports in the CXone API. If you are grouping by queue or skill, you will have multiple segments. Always iterate.