Genesys Cloud - Main

Configured AWS EventBridge to receive events from v2.analytics.users.{id}.aggregates

we observed that some user events are missing when an agent remains in the same status for more than five 30-minute intervals and then changes their status. In such cases, we receive only the last five 30-minute interval events from Genesys in the eventbridge.

Example scenario:

The agent becomes break at 10:00 AM
The agent changes status from Break to Meeting at 01:15 PM

At 01:15 PM, we should have received events starting from the 10:00–10:30 interval. However, we only received events from the 11:00–11:30 interval onward (i.e., the last five recent intervals). The events from 10:00 AM to 11:00 AM are missing.

Is this a limitation on the Genesys side?

Hello Jaganathan, 

The v2.analytics.users.{id}.aggregates topic provides user metrics, such as agent routing status, in 30-minute intervals via EventBridge notifications, but these are only generated when a status change occurs and may not be sent for up to two hours during inactivity. Because duration is calculated based on status transitions, extended periods without change can result in incomplete or delayed interval data, as the system relies on a future status update to finalize metrics. There is no clear documentation confirming a five-interval buffering limit, so receiving only the last five intervals after 2.5 hours in the same status may indicate an undocumented limitation or potential defect. It's recommended to open a Genesys Support case to confirm expected behavior, and in the meantime, use periodic Analytics API queries to backfill any missing intervals and ensure complete data coverage.

Hope this helps!

What you are observing is related to how Genesys Cloud calculates and emits duration metrics for long-running statuses, and it does appear to be an undocumented limitation on the platform's event streaming side.

The v2.analytics.users.{id}.aggregates topic generates 30-minute interval notifications, but these events are dynamically triggered by a status change. When an agent stays in the exact same status for an extended period (like your 3+ hour Break example), the system delays the interval calculations because it relies on a future status transition to close out and finalize the metric.

When the status finally changes, the system attempts to emit the delayed aggregate events. However, the behavior you described (receiving only the last five intervals, 2.5 hours) indicates a buffering limit in how Genesys retroactively pushes delayed events to EventBridge. Since there is no official Genesys documentation explicitly stating a 5-interval limit, this could be considered an undocumented constraint or a potential defect in the event stream pipeline.

Workaround

For the time being, to ensure complete data coverage and avoid data loss for long-duration statuses, you can build a fallback mechanism. You can periodically query the Analytics REST API (POST /api/v2/analytics/users/aggregates/query) to backfill any missing intervals that EventBridge failed to deliver. The REST API will always return the complete and accurate historical data regardless of the duration.