Agent utilization metrics missing in 30-minute interval query

NICE CXone API & Integrations
1

Can’t get this config to load properly when attempting to retrieve granular agent utilization data. I need to calculate effective handle time by breaking down tHandle, tAcw, and tHold into 30-minute intervals. The standard analytics/api/v2/details/agents endpoint returns hourly aggregates by default, which is too coarse for our SLA monitoring logic.

I modified the interval parameter in my request payload, but the response still returns null for the breakdown fields or fails with a 400 error if I try to force a custom time bucket without proper grouping.

Here is my current query configuration:

endpoint: /api/v2/analytics/details/agents
method: POST
body:
 groupBy:
 - agentId
 interval: 1800000
 select:
 - tHandle
 - tAcw
 - tHold
 - agentName
 where:
 - agentId IN [123456]
 - dateRange:
 from: 2023-10-01T00:00:00.000Z
 to: 2023-10-01T23:59:59.999Z

The API returns a 200 OK, but the tHandle values are summed into the total duration rather than split per interval. Is there a specific groupBy token required for sub-hourly intervals, or does this endpoint strictly enforce hourly buckets? I have checked the OpenAPI spec but found no mention of a granularity override for utilization metrics.

2

This looks like a schema mismatch. The /details endpoint often ignores custom intervals. Try the query endpoint instead.

  1. Use POST /api/v2/analytics/agents/query.
  2. Set interval: "PT30M" in the body.
  3. Include tHandle, tAcw, tHold in metrics.
{
 "interval": "PT30M",
 "metrics": ["tHandle", "tAcw", "tHold"],
 "groupBy": ["agent"],
 "dateFrom": "2023-10-01T00:00:00.000Z",
 "dateTo": "2023-10-01T01:00:00.000Z"
}
3

It depends, but generally…

The suggestion to switch to the query endpoint is correct, but the payload structure needs specific attention to avoid empty results. When migrating from Five9, I found that groupBy is mandatory for interval-based queries in Genesys Cloud. If you omit it, the API aggregates everything into a single bucket or fails silently.

“Response body returned 200 OK, but metrics array is empty. No data points generated for the specified time range.”

This error usually means the groupBy field is missing or malformed. Here is the working JSON payload using the POST /api/v2/analytics/agents/query endpoint. Note the inclusion of groupBy set to interval.

{
 "interval": "PT30M",
 "dateFrom": "2023-10-01T00:00:00.000Z",
 "dateTo": "2023-10-01T23:59:59.999Z",
 "metrics": ["tHandle", "tAcw", "tHold"],
 "groupBy": ["interval"]
}

Ensure your OAuth token includes the analytics:agents:view scope. I ran into this same issue when rebuilding our utilization reports. The hourly default is a trap.