The totalHandleTime metric in the Analytics API v3.2, when requested with groupBy: ["user", "time"] and a 30-minute interval, is summing handle time across users for the same time bucket. It’s showing me the total handle time for all agents in that interval, not per user.
This only happen when i query for the last 7 days. Less than that, the result is correct.
Here is the payload i use:
{
"interval": "30m",
"metrics": [
"totalHandleTime"
],
"groupBy": [
"user",
"time"
],
"dateRange": {
"beginDate": "2024-01-22",
"endDate": "2024-01-29"
}
}
I checked the documentation, and it’s not clear about this edge case. It’s very important to fix this because we’re feeding this into executive dashboards.