Just noticed that the /api/v2/analytics/wfm/schedulesummary endpoint is throwing a 500 Internal Server Error when I apply a custom group filter for my Chicago team. The standard reports work fine, but this specific aggregation fails during the weekly publish window at 07:00 CST. Here is the payload structure I am using:
query:
date_from: 2023-10-01T07:00:00-05:00
date_to: 2023-10-07T18:00:00-05:00
group_by:
- type: customgroup
id: "chicago-support-team"
Any ideas?
if i remember correctly, custom group filters break the wfm schedule summary endpoint if the underlying skill assignments aren’t fully published. check that the chicago team’s schedule is actually published before querying, because unpublished data causes these 500s.
This is caused by a mismatch between the data structure expected by the schedulesummary endpoint and the actual schema returned when group_by is set to custom without explicit field definitions. The suggestion above regarding unpublished schedules is a valid check, but the 500 error usually persists even after publication if the query payload lacks the necessary granularity for custom aggregations.
When querying for custom groups, the Genesys Cloud Analytics API requires you to specify exactly which attributes are being grouped. If the group_by array only contains type: custom without defining the specific id or name of the custom group, the backend query engine cannot resolve the aggregation path, leading to an internal server error rather than a helpful 400 Bad Request. This is particularly common during high-load windows like the weekly publish, where the database locks on the schedule tables.
To resolve this, update the payload to explicitly include the custom group identifier. Additionally, ensure that the interval is defined, as the summary endpoint expects a time series even for custom groupings. Here is the corrected structure:
query:
date_from: "2023-10-01T07:00:00-05:00"
date_to: "2023-10-07T18:00:00-05:00"
group_by:
- type: custom
id: "your-custom-group-id-here" # Replace with actual Group ID
interval: "PT1H" # Define interval explicitly
view: "wfm"
If you are pulling this into ServiceNow via a Data Action, ensure the REST API integration handles the JSON response parsing correctly, as the structure changes significantly between standard and custom group queries. The view parameter is also critical here; omitting it can cause the engine to default to a legacy view that does not support custom grouping, resulting in the same 500 error.
Warning: Custom group queries are significantly more resource-intensive. If you are running this in a loop for multiple groups, implement a delay between requests to avoid hitting the analytics API rate limits, which will return 429 errors instead of the 500 you are currently seeing.
{
“group_by”: [
{
“type”: “custom”,
“field”: “custom_group_id”
}
]
}
the 500 error usually stems from the analytics engine not knowing which custom attribute to aggregate when group_by is set to custom without a specific field definition. the payload above explicitly tells the api to group by the custom group id. in our premium app integrations, we often see this issue when partners copy-paste generic query templates without adjusting the aggregation fields for custom groupings. also, ensure the custom group itself is published in wfm. unpublished groups return empty sets or errors depending on the endpoint. if the group is published and the field is specified, the schedule summary should return data. if it still fails, check the date range. large date ranges with custom aggregations can hit processing timeouts. try narrowing the date_from and date_to to a single day first to isolate if it is a data issue or a timeout.