Attempting to pull agent utilization metrics broken down by 30-minute intervals using the Genesys Cloud Analytics API. The goal is to get tHandle, tAcw, and tHold for a specific queue over the last 24 hours.
Using the endpoint:
POST /api/v2/analytics/users/queues/stats
The request payload looks like this:
{
"interval": "PT30M",
"groupings": [
{
"field": "user",
"subGrouping": false
}
],
"select": [
"tHandle",
"tAcw",
"tHold"
],
"where": [
{
"type": "field",
"field": "queue.id",
"operator": "eq",
"value": "our-queue-id-here"
}
],
"from": "2023-10-25T00:00:00.000Z",
"to": "2023-10-26T00:00:00.000Z"
}
The API returns a 200 OK. However, the data array contains entries where the metric values are consistently null for tAcw and tHold. tHandle has values, but they seem inflated compared to the UI reports.
I’ve verified the from and to timestamps are valid ISO 8601 strings and within the retention period. The queue ID is correct. I also tried adding queue to the groupings array, but that just flattened the data without fixing the nulls.
Is there a specific where clause condition required to populate ACW and Hold time in this endpoint? Or is PT30M too granular for these specific metrics?