Analytics API - Detail-level data mismatch - Agent State

Administration
1

Hi all,

I have a problem with agent state data from the Analytics API. We’re on Genesys Cloud, region JP1. It’s happening when I try to get detailed conversation data alongside agent state. The v3.3 endpoint /api/v2/analytics/conversations/details/query return different results for agentState when I compare it to the aggregate data from /api/v2/analytics/agents/aggregation.

Specifically, I need to pull aState - agent state - for a Power BI report. When I use a time interval of ‘15m’ and groupBy ‘time’ and ‘user’, the aState shows ‘Not Ready’ for a lot of time, but the aggregate endpoint /api/v2/analytics/agents/aggregation show the same agent as ‘Ready’ in same 15m bucket. It is very strange.

Here is the payload I am use:

{
 "interval": "15m",
 "groupBy": [
 "time",
 "user"
 ],
 "metrics": [
 "aState"
 ],
 "dateRange": {
 "startTime": "2024-01-26T00:00:00.000Z",
 "endTime": "2024-01-26T08:00:00.000Z"
 }
}

I notice this edge case happen often when agent is on AUX state. The detailed view is correct - the agent is definitely AUX - but the aggregate API is wrong. I think maybe something with how the API handle partial time buckets? I need detail level data, not only aggregate. I check v3.2 also, same problem.

Anyone see this?

2

Docs say “timestamp precision mismatches during interval mapping cause data skew” (500). You’re probably hitting that. The detail endpoint expects millisecond precision - aggregation doesn’t always give it.

Try this - map the aggregation timestamp to a millisecond value before you compare. It’s a bit of a hack, honestly (404), but it works.

// pseudo-code
detailEndpointTimestamp = getTimestampFromDetailEndpoint()
aggregationTimestamp = getTimestampFromAggregationEndpoint()

// convert aggregation timestamp to milliseconds
aggregationTimestampMillis = aggregationTimestamp + 1000 * (aggregationTimestamp % 1000)

// compare detailEndpointTimestamp and aggregationTimestampMillis
if (detailEndpointTimestamp == aggregationTimestampMillis) {
 // data matches
} else {
 // data mismatch
}

I haven’t tested JP1 specifically - but it’s a timestamp issue, almost certainly (429). The API docs are… lacking (404).

3

yeah so the earlier post’s on it, the timestamp thing’s a pain (500). It’s not just precision, though - it’s how Genesys actually stores the state changes. Here’s what’s going on, visually:

[Aggregated Data] --(1-min intervals)--> [Agent State (rounded)]
 ^
 |
 |--[Detail Data] --(sub-second)--> [Agent State (exact)]

The aggregation endpoint gives you buckets - it’s like looking at a histogram. Detail data’s the raw signal. You’re comparing apples and oranges, essentially. The suggestion above is right to round, but you gotta do it before you filter.

Here’s the bit that took me like 2 hrs to figure out: the detail endpoint returns a timestamp with milliseconds, but it’s UTC. The aggregation endpoint, depending on your timezone setup, might not be.

So, you gotta convert everything to UTC and then round. Here’s a snippet - it’s Python because that’s what we’re using for ServiceNow webhooks:

from datetime import datetime, timezone

def normalize_timestamps(detail_ts, agg_ts):
 detail_dt = datetime.fromisoformat(detail_ts.replace('Z', '+00:00'))
 agg_dt = datetime.fromisoformat(agg_ts.replace('Z', '+00:00'))

 detail_utc = detail_dt.astimezone(timezone.utc)
 agg_utc = agg_dt.astimezone(timezone.utc)
 
 return detail_utc.strftime('%Y-%m-%dT%H:%M:%S.%fZ'), agg_utc.strftime('%Y-%m-%dT%H:%M:%S.%fZ')

Run that before you compare. YMMV if you’re doing weird timezone stuff on the GC side. The docs are… unhelpful (404).