Is there a direct way to get agent utilization metrics like tHandle and tAcw broken down into 30-minute intervals? I’m trying to build a report that shows how these times fluctuate during peak hours, but the standard /api/v2/analytics/agents/summary endpoint only returns aggregate totals for the entire date range. I’ve tried using the interval parameter with PT30M, but it just returns the same hourly bucket data instead of the granular splits I need.
Here’s the query I’m sending:
{
"dateFrom": "2023-10-27T08:00:00.000Z",
"dateTo": "2023-10-27T17:00:00.000Z",
"interval": "PT30M",
"groupings": ["agentId"],
"metrics": ["tHandle", "tAcw", "tHold"],
"filters": [{"type": "Queue", "value": "12345678-1234-1234-1234-123456789012"}]
}
The response still groups everything by hour. I need the data sliced every half hour to match our shift handover reports. Is this a limitation of the summary endpoint, or do I need to use the query endpoint with a different metric structure? The docs are vague on interval support for agent-level stats.