Hey folks, trying to pull live queue stats for a dashboard widget. I’m hitting GET /api/v2/analytics/queues/summary with the intervalType=realtime parameter. The docs say this should give me current waiting counts and agent availability.
The request comes back with a 200 OK, but the data looks like it’s from an hour ago. I’ve checked the since and until timestamps in the response body and they match my request, yet the agentCount and queueWaitingCount don’t reflect what I see in the GUI right now.
Here’s the Python SDK snippet I’m using:
client = genesyscloud.AnalyticsClient.create_from_settings()
response, error = client.get_analytics_queues_summary(
interval_type='realtime',
view='default',
query_filter='id eq "my-queue-id"'
)
I’ve also tried setting the expand parameter to true to see if that triggers a fresh fetch, but no luck. Is there a specific cache header or query param I’m missing to force a real-time refresh? Or is the realtime interval just… not actually real-time for some reason?
Checked the network tab and there’s no 304 redirect, so it’s definitely hitting the server. Just pulling old data.
The summary endpoint is notorious for caching issues when you’re expecting sub-second updates. It’s not really designed for live dashboards. You’re seeing stale data because the aggregation layer hasn’t flushed yet.
Switch to the metrics endpoint instead. It gives you granular, real-time snapshots without the heavy aggregation delay. Here’s how you structure the request:
GET /api/v2/analytics/queues/metrics
?interval=realtime
&since=2023-10-27T12:00:00.000Z
&until=2023-10-27T12:01:00.000Z
&metricNames=queue.agentAvailableCount,queue.conversationCountWaiting
Make sure your since and until window is narrow. If you span too wide, the API might return averaged data instead of the latest tick. Also, check your OAuth scopes. You need analytics:queues:read and analytics:metrics:read. If you’re missing the latter, the response might fall back to cached summary data.
One gotcha: the metrics endpoint returns a different JSON structure. You’ll get an array of data objects per metric, not a single flattened summary. You’ll have to map the stat values manually in your frontend.
If you’re still seeing lag, check the purge parameter. Sometimes the analytics cache gets stuck. Adding &purge=true forces a refresh, but don’t hammer it. It’s expensive on the server side.
{
"data": [
{
"name": "queue.agentAvailableCount",
"stat": "latest",
"value": 5
}
]
}
Try hitting it with a 10-second interval loop in your dashboard. If the values jump around correctly, you’re good. If they stay flat, your queue ID might be wrong or the agents aren’t actually logged in. Double-check the queueId parameter. It’s case-sensitive in some older SDK versions.