Hey folks,
Running into a weird issue with the /api/v2/analytics/agents/summary endpoint. We’re trying to pull granular utilization metrics (specifically tHandle, tAcw, tHold) broken down by 30-minute intervals for a real-time dashboard.
The request works fine when I set the interval to 1h or 1d, but as soon as I switch to 30m, the response comes back with all the time-series values set to null or 0, even though the agents were definitely logged in and handling calls during that window.
Here’s the payload I’m sending:
{
"interval": "30m",
"dateFrom": "2023-10-27T08:00:00.000Z",
"dateTo": "2023-10-27T09:00:00.000Z",
"groupBy": ["agentId"],
"select": ["tHandle", "tAcw", "tHold", "tTalk"],
"filter": [{"type": "agent", "stat": "state", "condition": "eq", "value": ["ACD"]}]
}
The API returns a 200 OK, but the data array looks like this:
{
"data": [
{
"agentId": "abc-123",
"metrics": {
"tHandle": {"values": [null, null, null]},
"tAcw": {"values": [null, null, null]}
}
}
]
}
I’ve checked the timezone offsets and the dateFrom/dateTo range is definitely covering active call times. Is there a known limitation with 30-minute intervals for specific stats, or am I missing a filter parameter that forces the aggregation?
We’ve tried adding aggregation to the select array, but that just breaks the endpoint with a 400 Bad Request. Anyone else hit this wall?