Viewer-Level Analytics (dimensions=viewer) Returns No Data

Hi Brightcove Community,

I'm trying to retrieve viewer-level analytics using the Analytics API, but I'm receiving an empty response and would appreciate some guidance.

Current Setup

Our flow is as follows:

1. A user authenticates in our Next.js application through Salesforce.

2. The user watches videos embedded with a Brightcove player.

3. We send the Salesforce Person ID to Brightcove using bcAnalytics.client.user() so that each playback is associated with a unique viewer.

4. We then query the Analytics API using the viewer dimension to retrieve viewer-level analytics.

Analytics API Request

GET https://analytics.api.brightcove.com/v1/data?accounts=xyz&dimensions=viewer&limit=10&fields=viewer,time,video_view,engagement_score

Response

{
  "item_count": 0,
  "items": [],
  "summary": {}
}

What We've Already Done

• We're using Brightcove Player v7.42.4.

• bcAnalytics.client.user(<personId>) is called before playback begins.

• We've verified that the viewer ID is included in the analytics beacon requests.

• We've configured player analytics with the gtag service.

Additional Observation

When we query the same Analytics API using the video dimension instead of the viewer dimension, data is returned successfully.

For example:

GET /v1/data?accounts=xyz&dimensions=video

returns analytics data as expected.

This suggests that analytics collection is working correctly and that the issue may be specific to the viewer dimension or its configuration.

Questions

1. Does the viewer dimension require account-level enablement by Brightcove before it returns data i have already enable player level Viewer ID tracking?

2. Is there any player-level configuration (other than calling bcAnalytics.client.user(`${personId}`) that must be enabled?

3. Does the Analytics API require any additional configuration or feature flag before the viewer dimension starts returning data?

4. Are there any prerequisites, licensing requirements, or account permissions needed to use the viewer dimension?

5. Is there a way to verify whether viewer-level analytics is enabled for our account?

6. Using only our Client ID and Client Secret, is there any API or endpoint that can tell us whether viewer-level analytics is enabled for our Brightcove account, or is this something that only Brightcove Support can verify?

Since the viewer ID is present in the analytics beacons and video-level analytics is being collected successfully, I expected the Analytics API to return viewer-level data as well. However, it consistently returns an empty result.

Has anyone encountered this issue or knows if there are additional requirements to enable viewer-level analytics?

Thanks in advance for your help!