Statistics API returning stale waiting counts despite fresh trace spans

NICE CXone API & Integrations
1

We’re seeing a weird lag in our real-time queue dashboards. The OpenTelemetry spans are propagating correctly through the Data Actions, but the waitingCount from the Statistics API is stuck on old values.

Here’s the setup:

  1. We trigger a Data Action that calls /api/v2/analytics/queues/realtime
  2. We inject the trace_id into the span context
  3. The span hits Jaeger, but the payload shows waitingCount: 0 even when we have 5 agents waiting.

Code snippet for the Data Action HTTP call:

{
 "method": "GET",
 "url": "https://api.mypurecloud.com/api/v2/analytics/queues/realtime",
 "params": {
 "groupBy": "queue",
 "interval": "PT1M"
 },
 "headers": {
 "Authorization": "Bearer {{auth_token}}"
 }
}

The response body looks like this:

{
 "items": [
 {
 "id": "queue-123",
 "name": "Support",
 "waitingCount": 0,
 "availableAgents": 10
 }
 ]
}

I’ve tried adding ?interval=PT30S but it doesn’t help. The issue seems to be that the API is returning cached data. Is there a way to force a fresh fetch in the request? Or am I missing a header?

The trace shows the call completed in 200ms, which is too fast for a real-time calculation. This makes our observability metrics useless for current queue state. Need to fix this before the next sprint demo.