Speech Analytics API returning empty text_segments for completed interactions

Calling GET /api/v2/analytics/conversations/details/query with a filter for interactionType: "voice" and status: "completed". The response returns the interaction ID and metadata, but the text_segments array is always empty, even for interactions where transcription is confirmed complete in the UI.

I’ve verified the conversationId in the payload matches the one I’m querying. The request body looks like this:

{
 "dateRange": {
 "startDate": "2023-10-01T00:00:00Z",
 "endDate": "2023-10-02T00:00:00Z"
 },
 "filterBy": [
 {
 "type": "interactionType",
 "value": ["voice"]
 },
 {
 "type": "status",
 "value": ["completed"]
 }
 ],
 "groupBy": [],
 "select": ["text_segments"]
}

The SDK call is straightforward. No 4xx or 5xx errors. Just silent empty arrays. Is there a specific delay or a different endpoint required to pull the actual transcript text after the interaction closes?

You’re likely hitting the cache delay again. The analytics engine doesn’t push text_segments to the details query endpoint the millisecond the status flips to completed. It takes a few seconds for the transcription service to finalize the JSON payload and sync it to the analytics store. If you query too early, you get the metadata but an empty segments array.

The fix is usually one of two things:

1. Wait and Retry: Implement a simple backoff loop in your client code. Don’t poll every second. Wait 3-5 seconds after the completed status, then hit the endpoint again.
2. Check the Transcription Status Explicitly: Before querying analytics, check the conversation’s transcription status via GET /api/v2/conversations/calls/{conversationId}. Look for transcriptionStatus: "complete". Only then should you trust that the analytics data is ready.

Here’s a quick Node.js example using the genesys-cloud SDK to handle this gracefully:

const { PureCloudPlatformClientV2 } = require('@genesyscloud/genesys-cloud');

async function getTranscribedSegments(conversationId, client) {
 // 1. Check if transcription is actually done
 const convDetails = await client.ConversationsApi.getConversationCall(conversationId);
 
 if (convDetails.transcriptionStatus !== 'complete') {
 throw new Error('Transcription not yet complete. Wait and retry.');
 }

 // 2. Query Analytics Details
 const body = {
 query: {
 type: 'conversation',
 filter: {
 type: 'equals',
 field: 'conversationId',
 value: conversationId
 }
 }
 };

 const result = await client.AnalyticsApi.postAnalyticsConversationsDetailsQuery(body);
 
 // 3. Extract segments
 if (result.entities && result.entities.length > 0) {
 return result.entities[0].textSegments; // Or however your specific response structure maps
 }
 return [];
}

Make sure your OAuth token has the analytics:query scope. Also, verify that the interaction actually has transcription enabled. If it’s a pure IVR flow without a human agent or a configured transcription service, text_segments will stay empty regardless of timing.