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!