I’m trying to pull agent utilization metrics (tHandle, tAcw, tHold) broken down by 30-minute intervals using the CXone Analytics API. The goal is to see how these metrics fluctuate throughout the day for a specific group of agents.
I’ve been using the /api/v2/analytics/agents/summary endpoint with the following query parameters:
{
"interval": "30 minutes",
"dateFrom": "2023-10-01T00:00:00.000Z",
"dateTo": "2023-10-01T23:59:59.999Z",
"groupings": ["agentId"],
"select": ["tHandle", "tAcw", "tHold"],
"filter": {
"type": "and",
"clauses": [
{
"type": "fieldEquals",
"field": "queueId",
"value": "some-queue-id"
}
]
}
}
The API returns a 200 OK, but the data array is empty. I’ve verified that the agents in question have handled calls during the specified time frame. I’ve also tried different date ranges and different groups of agents, but the result is always an empty data array.
I’ve also tried using the /api/v2/analytics/interactions/summary endpoint with similar parameters, but the result is the same.
I’m not sure if I’m missing something in the query parameters or if there’s a limitation with the API. Any help would be appreciated.