Queue Analytics API Returning Empty Arrays for Europe/Paris Region

NICE CXone API & Integrations
1

Can’t get this config to load properly. The GET /api/v2/analytics/queues/summary endpoint returns empty result sets for the Europe/Paris region, despite the dashboard showing valid data. The request includes correct date ranges and queue IDs. The response code is 200, but the data array is null. This discrepancy impacts our automated reporting scripts. How do I align API responses with the Performance dashboard views?

Thank you.

2

You should probably look at at the time zone offset handling in the request payload.

  1. Ensure the groupBy parameter matches the dashboard view.
  2. Verify the date range uses UTC timestamps, not local Paris time.
3

Hello. I usually solve this by verifying the groupBy interval aligns with the dashboard granularity. The API requires explicit UTC boundaries. If the range spans midnight in Paris, ensure the query uses UTC offsets. Mismatched time zones often cause empty arrays. Check the payload structure for correct ISO 8601 formatting.

4

You need to align the groupBy parameter with the dashboard’s specific aggregation logic. The API does not infer granularity from the date range alone. If the dashboard uses INTERVAL_1H, the request must explicitly state groupBy=INTERVAL_1H. Mismatched intervals return empty arrays because the system cannot map raw data to the requested bucket size.

Also, verify the timezone offset. Europe/Paris uses CET/CEST. The API expects UTC. If your payload sends local time without converting to UTC, the window might fall outside the recorded data period.

Reference: Genesys Cloud Analytics API Best Practices

Example Terraform data source for verification:

data "genesyscloud_analytics_queue_summary" "example" {
 queue_ids = ["queue-id-here"]
 group_by = "INTERVAL_1H"
 start_time = "2023-10-01T00:00:00Z"
 end_time = "2023-10-01T23:59:59Z"
}

Check the start_time and end_time formats. They must be ISO 8601 with Z suffix for UTC.