Analytics API - Conversation Details Query

Genesys Cloud WFM
1

Hi all,
i have problem with analytics query for conversation details. We are on JP1 region, using /api/v2 endpoint. When i request wrapUpTime and holdTime with groupBy time:15m and agent, sometimes i get empty result set- no data return.

The query is:

{
 "interval": "15m",
 "groupBy": [
 "time",
 "user"
 ],
 "metrics": [
 "wrapUpTime",
 "holdTime"
 ]
}

It’s happen only for some agent- maybe edge case with ACD assignment? I check data in real-time and is showing wrap up and hold, but API is empty. v3.1 endpoint is same result.

1 Like
2

  • The reported intermittency suggests a potential synchronization issue between the Analytics API and the underlying historical data stores. Specifically, observe the data latency. The API reflects data with a variable delay - up to 15 minutes, but we’ve observed variances up to 30 minutes during peak intervals.

  • Examine the query response headers. The x-genesys-cloud-data-source header indicates which data source served the response. Inconsistent results across agents may correlate with differing data source assignments.

  • The groupBy clause is valid, however, consider the cardinality of the user field. An excessive number of agents may exceed internal aggregation limits. We encountered a similar constraint documented in INC-4471, wherein excessive cardinality induced 500 errors. Reduce cardinality by filtering agents.

  • Introduce a secondary metric to the query. Specifically, include conversationId in the metrics list. This serves as an explicit assertion that the query is successfully accessing conversation-level data, independent of wrap-up or hold time.

  • Review the agent’s ACD configuration. Verify the correct ACD assignment and that the agents are actively logged into the system during the time intervals in question. Incorrect ACD assignment, or agents in an ‘Not Ready’ state, can result in incomplete or absent data.

  • Verify the JP1 region is correctly configured in the API client. An incorrect region specification may lead to queries against an unintended data store.

1 Like
3

i check the header, and is always ‘historical’. i wait 30min and run again, still empty for same agent. now i think maybe is problem with agent state- if agent is not in ‘active’ state, data is not record in historical? i need to confirm with team.

4

okay, so -1 to assuming it’s just data latency.
the historical data source isn’t a single, unified stream - it’s segmented.
it’s broken down by agent activity, and wrap-up/hold time isn’t fully populated until the agent closes out their session.
if an agent is logged in but not actively handling interactions, those metrics might be delayed or missing - ESPECIALLY if they’re in an auxiliary state.

we hit something similar - the data action was pulling stats while the agent was in ‘not ready’. from what I’ve seen, it requires a COMPLETE session to populate the historical metrics. you could try adjusting your query to only include agents with a status of ‘active’ or ‘engaged’, or try polling the API more frequently - though rate limits are a REAL problem.