Trying to pull agent utilization (tHandle, tAcw, tHold) broken down by 30-minute intervals via the Analytics API. The standard GET /api/v2/analytics/users/queues/ranges returns hourly buckets by default. Is there a parameter to force 30-minute granularity or do I need to aggregate manually?
You can’t force 30-minute intervals directly on the users/queues/ranges endpoint. The API strictly returns hourly buckets for that specific metric set. The cleanest fix is to use the /api/v2/analytics/users/ranges endpoint with a 30-minute interval parameter instead. It gives you the raw handle and ACW data per user per half-hour. You’ll need to map the queue membership separately if you need queue-level aggregation, but the time granularity works perfectly. Here is the curl command to test it:
curl -X GET "https://api.mypurecloud.com/api/v2/analytics/users/ranges?dateFrom=2023-10-26T00:00:00&dateTo=2023-10-26T23:59:59&interval=PT30M&metrics=tHandle,tAcw" \
-H "Authorization: Bearer YOUR_ACCESS_TOKEN"
Be careful with the payload size. Pulling 30-minute intervals for a large team generates a massive JSON response. The API might truncate the result or hit a rate limit if you query too frequently. In my WFM scripts, I usually chunk the dateFrom and dateTo into 4-hour blocks to keep the response manageable. Also, remember that tHold isn’t always available in the user ranges endpoint by default, so you might need to add it explicitly to the metrics list. If the response is still too heavy, consider using the reporting API instead, though it has a 24-hour delay. Just make sure you handle the null values correctly in your aggregation logic.
Check your OAuth scopes. The analytics:report:read scope is mandatory, or the endpoint throws a 401 before even checking the interval syntax. I usually instrument these calls with New Relic to catch latency spikes during peak hours. Here is the correct curl structure for 30-minute buckets:
curl -X GET "https://api.mypurecloud.com/api/v2/analytics/users/ranges?interval=PT30M" \
-H "Authorization: Bearer <token>"