Hey folks,
I’m trying to pull agent utilization metrics (specifically tHandle, tAcw, and tHold) broken down by 30-minute intervals using the Genesys Cloud Analytics API. I’ve got a script in Python using the genesys-cloud SDK that works fine for summary data, but when I try to switch to interval queries, the response is missing the specific time-based breakdown I need.
Here’s the endpoint I’m hitting:
GET /api/v2/analytics/conversations/agents/interval
And the payload I’m sending looks like this:
payload = {
"queryType": "interval",
"interval": "PT30M",
"dateFrom": "2023-10-01T00:00:00.000Z",
"dateTo": "2023-10-01T23:59:59.999Z",
"groupings": ["agentId"],
"metrics": ["tHandle", "tAcw", "tHold"]
}
The API returns a 200 OK, but the JSON response only gives me aggregate totals for the day, not the 30-minute buckets. I’ve checked the documentation, and it seems like I should be getting an array of buckets with timestamps. Am I missing a parameter? Maybe groupBy or something in the queryType?
Also, I noticed that if I remove agentId from groupings, I get interval data, but it’s for the whole queue. I need it per agent. Any ideas?