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Discrepancy in NA vs. EU Data for /api/v2/analytics/conversations/aggregates/query

  • 1.  Discrepancy in NA vs. EU Data for /api/v2/analytics/conversations/aggregates/query

    Posted 06-05-2025 19:08

    Churamani_Verma | 2024-08-19 14:16:59 UTC | #1

    Hello,

    I'm using the following API to retrieve both EU and North America (NA) data: https://api.mypurecloud.ie/api/v2/analytics/conversations/aggregates/query. While the metrics calculations for the EU region are correct, the calculations for NA data are incorrect.

    Here is the payload I am using: { "interval": "2024-08-07T00:00:00.000Z/2024-08-08T00:00:00.000Z", "granularity": "P1D", "groupBy": ["queueId"], "metrics": [ "tAnswered", "tAbandon", "tHandle", "tWait", "nOffered", "tAcw", "tTalk", "tFlowOut", "nOverSla", "tShortAbandon", "oServiceLevel", "oServiceTarget", "tHeld", "nTransferred", "nConnected", "nOutboundAbandoned" ], "filter": { "type": "or", "predicates": [ { "dimension": "mediaType", "value": "voice" } ] } } Could you help with the following:

    1. Why am I seeing correct results for EU but incorrect results for NA?
    2. How can I resolve this issue?
    3. Are there any known limitations when querying both EU and NA data in the same request?

    tim.smith | 2024-08-19 14:30:47 UTC | #2

    Hello, if you believe the API is returning incorrect data, please open a case with Genesys Cloud Care to investigate. We do not have access to your customer data via the forum.

    Churamani_Verma | 2024-08-19 14:45:28 UTC | #3

    Thanks for you reply But Do you think this issue could be related to time zones? I’m retrieving both EU and NA data using the /api/v2/analytics/conversations/aggregates/query API, but the metrics calculations are only correct for EU. For NA, they don't match.

    Specifically, I am calculating metrics like nOffered, and I have an Excel file downloaded from the Genesys platform that shows correct results for EU but not for NA. Since I’m retrieving both regions' data through a single API request, I expect the calculations to be consistent across regions.

    Could you please suggest why this discrepancy might be happening?

    tim.smith | 2024-08-19 14:56:57 UTC | #4

    I do not have access to your data to investigate if, or why, data returned from the API is incorrect. You must open a case with Care to investigate this.

    Churamani_Verma | 2024-08-19 15:13:03 UTC | #5

    Thank you so much .

    system | 2024-09-18 15:13:58 UTC | #6

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 27991



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