Having some issues getting my configuration to work… the agent occupancy metric in the custom analytics report shows 0% for the entire france/paris queue during peak hours. the dashboard view shows normal activity so the data source seems correct but the report definition returns empty sets. any ideas why the report engine is ignoring the time filter?
{
“timeRange”: {
“type”: “interval”,
“start”: “2023-10-01T00:00:00+02:00”,
“end”: “2023-10-01T23:59:59+02:00”
},
“metrics”: [
{
“type”: “agent”,
“name”: “occupancy”,
“filter”: {
“type”: “queue”,
“id”: “france-paris-queue-id”
}
}
]
}
The issue likely stems from timezone handling in the report definition. The France/Paris queue operates on CET/CEST, but the analytics engine defaults to UTC unless explicitly configured. If the `timeRange` object uses local time strings without the `+02:00` offset, the engine queries the wrong historical window, resulting in zero occupancy data.
Ensure the ISO 8601 timestamps include the correct UTC offset for the target region. Additionally, verify that the queue ID matches the exact identifier used in the live dashboard. Mismatches between dashboard views and report filters are common when copying IDs from different organizational contexts. Check the SIP trunk status during those hours as well; if the trunk was in a failover state, occupancy calculations might be suppressed or delayed in the reporting pipeline. Adjusting the timezone offset usually resolves this discrepancy immediately.
The documentation actually says…
Occupancy metrics are strictly tied to wrap-up codes.
Without a valid wrap-up, the system logs zero handling time.
This mirrors how Zendesk required status transitions to calculate agent availability.
Check your queue’s wrap-up configuration.