Looking for advice on extracting real-time queue statistics from CXone using the v2 Reporting API. I am currently building a dashboard that needs to reflect live agent availability and queue depth within 30-second intervals.
I have been following the standard pattern for asynchronous reporting requests. Here is my current implementation in Python:
import requests
import json
url = "https://{host}/api/v2/analytics/reporting/queues/statistics"
headers = {"Authorization": "Bearer {token}", "Content-Type": "application/json"}
payload = {
"dateFrom": "2023-10-27T09:00:00.000Z",
"dateTo": "2023-10-27T10:00:00.000Z",
"interval": "PT1M",
"groupings": ["queueId"],
"metrics": ["queue/agent/available/count", "queue/wait/count"]
}
response = requests.post(url, headers=headers, json=payload)
print(response.status_code)
The initial POST request returns a 202 Accepted status, which is expected. However, when I use the location header to poll for the job status, I often encounter a 504 Gateway Timeout if I poll too aggressively, or I receive empty result sets if I poll too late.
The reporting API uses an asynchronous job pattern. The client must poll the job status endpoint until the status is
completedorfailed. Do not poll faster than every 5 seconds.
My specific issue is determining the optimal polling interval and how to handle the case where the metrics field in the final result is null despite the job status being completed. Is there a specific parameter I am missing in the initial payload to ensure immediate data availability for near-real-time queries? I have verified that the queues exist and have active agents. Any code examples for robust error handling in this polling loop would be appreciated.