Right, three coffees into debugging this and… it’s the interval granularity. Or is it? The API’s being weird.
We’re on Zoom Contact Center, pulling conversation metrics via the Analytics API - specifically, trying to get total handle times per agent, grouped by hour. The Architect flow is pretty standard - IVR, queue, then dispatch to agents. Data actions are pushing call data into a custom object, nothing fancy.
The query is structured like this:
from genesyscloud.client import Client
import pandas as pd
gc = Client.instance()
analytics_api = gc.analytics
query = {
"interval": "hour",
"metrics": [
"oTotalHandleTime"
],
"dimensions": [
"agentId"
],
"time_unit": "seconds",
"time_start": "2024-01-26T00:00:00Z",
"time_end": "2024-01-26T01:00:00Z"
}
response = analytics_api.get_conversations_details(query=query)
df = pd.DataFrame(response.data)
print(df)
Running that with genesyscloud==3.0.12 and pandas==2.1.3. Expecting one row per agent, per hour, with the total handle time. Instead, it’s returning records for every minute within that hour. Like it’s ignoring the "interval": "hour" setting. The time_unit: "seconds" part doesn’t seem to influence it.
Is this a bug in the SDK? Or am I missing something obvious about how the API interprets granularity? Tried switching to "interval": "day" and it correctly aggregates to daily totals. The documentation isn’t exactly clear on this point. Just says “Valid values are: minute, hour, day”.
Also, the documentation mentions a granularity parameter, but that’s deprecated. Shouldn’t be needing that.
The raw API call - bypassing the SDK - also shows the same behavior.
curl -X POST https://api.zoom.us/api/v2/analytics/conversations/details/aggregated \
-H "Authorization: Bearer YOUR_TOKEN" \
-H "Content-Type: application/json" \
-d '{
"interval": "hour",
"metrics": ["oTotalHandleTime"],
"dimensions": ["agentId"],
"time_unit": "seconds",
"time_start": "2024-01-26T00:00:00Z",
"time_end": "2024-01-26T01:00:00Z"
}'
It just keeps spitting out minute-level data. Feels like the API just isn’t respecting the interval setting.