I’m trying to calculate agent utilization metrics like tHandle, tAcw, and tHold for our Central time zone queue. The goal is to get these broken down by 30-minute intervals. I’m using the /api/v2/analytics/queues/details/query endpoint because I need the raw data points to build a custom adherence view.
Here is the JSON payload I’m sending:
{
"dateFrom": "2023-10-26T00:00:00.000Z",
"dateTo": "2023-10-26T23:59:59.999Z",
"interval": "PT30M",
"view": "AGENT",
"groupBy": ["agentId"],
"select": ["tHandle", "tAcw", "tHold"],
"where": [
{
"dimension": "queueId",
"operator": "eq",
"value": "our-queue-id-here"
}
]
}
The request returns a 200 OK, but the data array in the response is empty. I’ve verified the dateFrom and dateTo are correct for the UTC conversion from Central time. The queue definitely had activity during this period.
I’m confused about the view parameter. The docs say AGENT gives you agent-level data, but maybe I need a different view to see the intervals properly? Or is there a permission issue I’m missing? I have the analytics:report:view permission.
Can anyone share a working example of the payload for getting interval-based utilization data? I’m stuck on why the array is empty.