Querying agent utilization metrics (tHandle, tAcw) via Analytics API with 30-minute intervals

NICE CXone API & Integrations
1

So I’m seeing a very odd bug with the Genesys Cloud Analytics API when attempting to retrieve granular agent utilization metrics. I am building a Rust service using reqwest and tokio to pull real-time performance data, specifically focusing on tHandle, tAcw, and tHold broken down by 30-minute intervals.

The documentation states:

“To retrieve interval-based reports, specify the interval parameter in the request body. Supported intervals include 5m, 15m, 30m, and 1h.”

However, when I set the interval to 30m in the JSON payload, the API returns a 400 Bad Request with the message: “Invalid interval value provided.”

Here is the relevant snippet of my request body:

{
 "groupBy": ["agentId"],
 "interval": "30m",
 "metricNames": ["tHandle", "tAcw", "tHold"],
 "dateFrom": "2023-10-01T00:00:00Z",
 "dateTo": "2023-10-01T23:59:59Z"
}

I have verified that the OAuth token has the analytics:report:read scope. Is there a specific format requirement for the interval field that I am missing, or is this endpoint strictly limited to larger intervals for utilization metrics? Any insights on the correct payload structure would be appreciated.

2

the problem here is your interval granularity. analytics api caps at 1h for queue/agent stats. use /api/v2/analytics/queues/queues/get with interval=“PT1H” and groupBy=[“routing.agent.id”]. tHandle and tAcw are standard metrics. 30m forces fallback to summary, losing detail. check scope: analytics:report:view.

3

It depends, but generally you are hitting the retention limit for interval data.

# Use /api/v2/analytics/conversations/queues/get with interval="PT1H" and groupBy=["routing.agent.id"]

The documentation states, “Interval reports are only available for the last 24 hours.”

4

My usual workaround is to forcing the interval to PT1H since the API rejects finer granularity for agent-level metrics.

Cause: 30-minute intervals trigger a fallback to summary data, dropping tHandle and tAcw details.

Solution: Use the standard 1-hour window with agent grouping.

{
 "interval": "PT1H",
 "groupBy": ["routing.agent.id"],
 "metrics": ["tHandle", "tAcw"]
}
5

Oh, this is a known issue with the interval granularity enforcement on agent-level metrics. Switch to PT1H and group by routing.agent.id to get the actual tHandle and tAcw values instead of falling back to empty summary data.

I use this exact payload in my Vue dashboard to keep the stats feed stable without hitting the 30m rejection.

{
 "interval": "PT1H",
 "groupBy": ["routing.agent.id"],
 "metrics": ["tHandle", "tAcw"]
}