I’m trying to pull agent utilization metrics from Genesys Cloud using the Analytics API. Specifically, I need tHandle, tAcw, and tHold broken down by 30-minute intervals. The goal is to feed this data into a custom dashboard for our ops team.
I’ve been using the GET /api/v2/analytics/conversations/details/query endpoint. Here’s the JSON payload I’m sending in the request body:
{
"dateFrom": "2023-10-01T00:00:00.000Z",
"dateTo": "2023-10-01T23:59:59.999Z",
"groupBy": ["time(PT30M)"],
"view": "conversationMetrics",
"filters": {
"type": "and",
"clauses": [
{
"dimension": "queue.id",
"operator": "equals",
"value": "some-queue-id"
}
]
},
"metrics": ["tHandle", "tAcw", "tHold"]
}
The API returns a 200 OK, but the response doesn’t seem to aggregate the data correctly. The groupBy clause with time(PT30M) isn’t producing 30-minute buckets as expected. Instead, I’m getting a flat list of conversation details without any time-based aggregation. I’ve also tried using time(PT1H) and time(PT1D), but the behavior is the same. The docs mention that time is a valid dimension, but there’s no clear example of how to use it with groupBy for utilization metrics.
I’ve checked the groupBy documentation, and it seems like time should work. But the response structure is confusing. Each result object has a key field, but it’s not formatted as a 30-minute interval. It’s just the conversation ID. I need the data aggregated by time, not by conversation.
I’ve also tried using the analytics/conversations/metrics/query endpoint, but that one doesn’t support groupBy at all. So I’m stuck. Is there a way to force the API to aggregate by time intervals? Or am I missing something in the payload? I’ve tried different view values like agentMetrics and queueMetrics, but none of them seem to support time-based grouping for utilization metrics.
Any ideas? I’m on the intermediate level with the SDK, so I might be missing a basic configuration step. But the API behavior is pretty confusing here. I’ve spent hours trying different combinations, and nothing works. The docs are sparse on this specific use case. I need a working example or a clear explanation of how to use groupBy with time for utilization metrics. Thanks.