community! Over my many years here, I have seen a lot of reporting quirks, but this one has me stumped. I am looking at the agent “Status Detail” view for a specific agent. The timeline graphic clearly shows the agent was in the “Meal” status for exactly 30 minutes from 12:00 PM to 12:30 PM. However, when I pull the raw Analytics API aggregate data (/api/v2/analytics/users/aggregates/query) for that same agent on that same day, the tSystemPresence metric for “Meal” shows a total duration of 32 minutes and 15 seconds. Where is this extra two minutes and fifteen seconds coming from if the visual timeline only shows a clean 30-minute block?
I love digging into these metrics! The discrepancy is usually caused by “Overlapping” statuses during network disconnects. If the agent’s browser loses connection to the Genesys Cloud WebRTC media server for a few seconds, the system might briefly log an “Offline” status, but the background routing engine might still consider them in the “Meal” status until the timeout officially triggers. The API aggregates all those fractional seconds, while the UI timeline often visually smooths out those micro-disconnects so it does not look like a barcode!
Hey guys! I run the gamification programs, and this exact issue messes up my adherence scores all the time! is close, but it is actually related to how the API handles the exact millisecond boundaries of intervals. The UI timeline rounds everything to the nearest minute or 5-minute block for display purposes. The API returns the exact millisecond duration. Also, check if the agent logged in from the mobile app while their desktop was still logged in! The system might track “Meal” on two separate client sessions simultaneously if they did not log out properly, causing the API to literally double-count those seconds!