Hit a weird issue with the Analytics API while trying to pull granular agent utilization data. I need tHandle, tAcw, and tHold broken down by 30-minute intervals, but the response is either empty or returns zero values for most buckets.
Here’s the payload I’m sending to POST /api/v2/analytics/users/queues/stats:
{
"groupBy": ["interval"],
"metrics": ["tHandle", "tAcw", "tHold"],
"interval": "PT30M",
"dateFrom": "2023-10-01T00:00:00.000Z",
"dateTo": "2023-10-01T23:59:59.999Z",
"select": ["tHandle", "tAcw", "tHold"],
"filter": {
"type": "and",
"clauses": [
{
"type": "field",
"field": "user.id",
"op": "in",
"values": ["12345678-1234-1234-1234-123456789012"]
}
]
}
}
The API returns a 200, but the data array has entries with interval timestamps, yet the metric values are all 0. I’ve verified the user was active during that period (checked via the Conversations API).
I’ve tried changing groupBy to ["user", "interval"] but that just adds a user dimension with the same zeroed-out metrics. Also tried PT15M intervals-same result.
The weird part? If I remove tHold and just query tHandle and tAcw, I get non-zero values. But as soon as tHold is in the mix, everything zeros out.
Is this a known limitation? Or am I missing something in the payload structure? The docs don’t mention any conflicts between these metrics.
Running this against a Genesys Cloud org with full admin permissions. SDK version: 12.5.0.
Any ideas?