We are trying to build a real-time dashboard for agent utilization metrics using the Genesys Cloud Analytics API. Specifically, we need to break down tHandle, tAcw, and tHold into 30-minute intervals for the last 4 hours. The standard GET /api/v2/analytics/conversations/details/query endpoint seems to aggregate data differently than what we need, or at least that’s what the documentation implies when looking at the interval parameter.
Here is the Python code using the genesyscloud SDK we have written so far:
from genesyscloud import AnalyticsApi
api_instance = AnalyticsApi()
body = {
"queryType": "metrics",
"interval": "PT30M",
"viewId": "agent-performance",
"dateFrom": "2023-10-27T10:00:00.000Z",
"dateTo": "2023-10-27T14:00:00.000Z",
"filter": {
"type": "metric",
"metric": "tHandle"
},
"groupings": [
{
"type": "metric",
"metric": "tHandle"
}
]
}
try:
api_response = api_instance.post_analytics_conversations_details_query(body=body)
print(api_response)
except Exception as e:
print("Exception: %s\n" % e)
When we run this, we get a 200 OK, but the response payload is empty or returns aggregated totals rather than the granular 30-minute slices we expect. We suspect the viewId might be the issue, or perhaps the groupings structure is incorrect for time-series data. We’ve tried changing viewId to agent-performance and agent-realtime, but neither yields the interval-based breakdown.
Is there a specific viewId required for interval-based metric queries? Or do we need to use a different endpoint, like GET /api/v2/analytics/reportdata? We’ve checked the API explorer, but the examples there are quite generic. We need the raw metrics per 30-minute block to feed into our Terraform-managed dashboard configuration. Any help with the correct body structure would be appreciated. The current output just doesn’t match the granularity we’re after.