Trying to pull agent utilization metrics (specifically tHandle, tAcw, and tHold) broken down by 30-minute intervals using the Genesys Cloud Analytics API. The goal is to build a custom report that shows how handle time fluctuates throughout the day. I’m using the postAnalyticsConversationsAggregates endpoint with the following request body:
{
"dateRange": {
"startDate": "2023-10-27T00:00:00.000Z",
"endDate": "2023-10-27T23:59:59.999Z"
},
"groupBy": ["conversationInterval"],
"metrics": ["tHandle", "tAcw", "tHold"],
"filter": {
"type": "and",
"clauses": [
{
"dimension": "conversation.type",
"operator": "equals",
"value": "voice"
}
]
},
"interval": "PT30M"
}
The API returns a 200 OK, but the data is weird. The tAcw and tHold values look correct and sum up to expected totals. However, tHandle is consistently returning zero for every 30-minute bucket, even though I know agents are handling calls during these times. I’ve verified the date range covers active shifts and that the agents in scope are indeed taking calls. I’ve also tried changing the interval to PT1H and PT15M, but the result is the same-tHandle is always zero. Is there a known issue with tHandle aggregation in the Analytics API? Or am I missing a filter or metric configuration? The SDK method analyticsApi.postAnalyticsConversationsAggregates doesn’t provide any additional hints in the response headers. Any insights would be appreciated.