Statistics API returning null for real-time queue metrics despite valid OAuth token

NICE CXone API & Integrations
1
  • Can’t get this config to load properly when attempting to fetch live queue statistics via the Genesys Cloud Statistics API, specifically for a custom web messaging widget that requires real-time agent availability and wait count data to update the UI.
  • The endpoint in question is /api/v2/analytics/queues/observations/query with a POST method, requiring a JSON body that specifies the interval and dateRange.
  • I am using the JavaScript SDK to construct the request, ensuring the OAuth token is valid and has the analytics:reports:query scope, yet the response consistently returns an empty entities array or null values for agentsAvailable and contactsWaiting.
  • Here is the payload I am sending:
{
 "interval": "PT0S",
 "dateRange": {
 "startDate": "2023-10-27T10:00:00.000Z",
 "endDate": "2023-10-27T10:05:00.000Z"
 },
 "groupBy": "queue",
 "view": "A",
 "select": [
 "queue/name",
 "agentsAvailable",
 "contactsWaiting"
 ],
 "where": [
 {
 "path": "queue/name",
 "op": "equals",
 "value": "Support-Widget-Queue"
 }
 ]
}
  • The HTTP response status is 200 OK, but the data object lacks the expected metric fields.
  • I have verified the queue name matches exactly via the queue configuration, and the timezone is set to Europe/Stockholm as per our deployment config.
  • Is there a specific delay in the statistics engine for real-time data ingestion that causes this null result, or am I missing a required parameter in the where clause for queue-specific real-time observation?
  • The documentation mentions view: "A" for aggregated data, but I need point-in-time metrics.
  • Any insights on whether the interval of PT0S is correctly interpreted for live snapshots or if I should be using a different API path instead?
2 Likes
2

Yep, this is a known issue…

The endpoint in question is the queue observations query with a POST method, requiring a JSON body that specifies the interval and dateRange.

The payload structure is wrong. You need to send an interval of now and omit dateRange entirely for true real-time data.

{
 "interval": "now",
 "view": "A",
 "groupings": [
 {
 "type": "queue",
 "id": "your-queue-id"
 }
 ]
}