stianbranden | 2017-09-25 07:12:48 UTC | #1
Hi,
Im using the /api/v2/analytics/conversations/aggregates/query api but I cant get the nOverSla returned. Ive used it before without problem:
Query POST /api/v2/analytics/conversations/aggregates/query HTTP/1.1 Host: api.mypurecloud.ie Authorization: Bearer xxx Content-Type: application/json Cache-Control: no-cache Postman-Token: e00a77ee-b553-103f-e510-31f8588117d2
{ "interval": "2017-09-22T00:00:00.000Z/2017-09-23T00:00:00.000Z", "flattenMultivaluedDimensions": true, "filter": { "type": "and", "clauses": [{ "type": "or", "predicates": [{ "type": "dimension", "dimension": "queueId", "value": "d38adea9-ee55-467c-bdbf-3be4d5539062"}] }] } }
Reponse { "results": [ { "group": { "mediaType": "voice" }, "data": [ { "interval": "2017-09-22T00:00:00.000Z/2017-09-23T00:00:00.000Z", "metrics": [ { "metric": "tWait", "stats": { "max": 489343, "min": 130, "count": 449, "sum": 35303511 } }, { "metric": "tAbandon", "stats": { "max": 290651, "min": 130, "count": 59, "sum": 6068307 } }, { "metric": "nOffered", "stats": { "count": 513 } }, { "metric": "tHandle", "stats": { "max": 3858943, "min": 7011, "count": 436, "sum": 130450721 } }, { "metric": "tTalkComplete", "stats": { "max": 3798943, "min": 16, "count": 436, "sum": 116378376 } }, { "metric": "tAnswered", "stats": { "max": 489343, "min": 2510, "count": 390, "sum": 29235204 } }, { "metric": "tTalk", "stats": { "max": 3798943, "min": 1, "count": 449, "sum": 116378376 } }, { "metric": "tHeldComplete", "stats": { "max": 166834, "min": 4274, "count": 12, "sum": 549345 } }, { "metric": "oServiceLevel", "stats": { "ratio": 0.8685968819599109, "numerator": 390, "denominator": 449 } }, { "metric": "nError", "stats": { "count": 1 } }, { "metric": "tHeld", "stats": { "max": 166834, "min": 1968, "count": 13, "sum": 549345 } }, { "metric": "tAcw", "stats": { "max": 60000, "min": 1000, "count": 398, "sum": 13523000 } }, { "metric": "tAcd", "stats": { "max": 489343, "min": 2510, "count": 391, "sum": 29356242 } }, { "metric": "nTransferred", "stats": { "count": 45 } } ] } ] }, { "group": { "mediaType": "callback" }, "data": [ { "interval": "2017-09-22T00:00:00.000Z/2017-09-23T00:00:00.000Z", "metrics": [ { "metric": "tWait", "stats": { "max": 241508, "min": 9808, "count": 39, "sum": 4715153 } }, { "metric": "nOffered", "stats": { "count": 43 } }, { "metric": "tHandle", "stats": { "max": 1053582, "min": 5970, "count": 39, "sum": 12774183 } }, { "metric": "tTalkComplete", "stats": { "max": 1053582, "min": 5970, "count": 39, "sum": 12774183 } }, { "metric": "tAnswered", "stats": { "max": 241508, "min": 9808, "count": 39, "sum": 4715153 } }, { "metric": "tTalk", "stats": { "max": 1053582, "min": 5970, "count": 39, "sum": 12774183 } }, { "metric": "oServiceLevel", "stats": { "ratio": 1, "numerator": 39, "denominator": 39 } }, { "metric": "tAcd", "stats": { "max": 241508, "min": 9808, "count": 39, "sum": 4715153 } } ] } ] } ] }
inin-correlation-id →d8750af1-6096-4d14-ae5e-5d43ffdc4acb
I`ve also tried to explicitly ask for the metric but then its just returning a blank JSON object.
SB
tim.smith | 2017-09-25 15:38:31 UTC | #2
Do you know for sure that there are conversations that are over the SLA threshold that meet your filter criteria? Metrics will only be returned if there is data for them.
Ant_Dempster | 2017-09-26 00:12:09 UTC | #3
Hi,
Same situation for us ... if we check a report for yesterday (Queue Metrics Daily Report) it tells us the Service Level was 52%.
But if we query the number of calls that were over SLA in the API, it comes back with an empty response.
Logically, if no calls were over SLA, the SLA should be 100%.
Last worked for us on Friday our time, wasn't working Monday our time. (No usage in between).
stianbranden | 2017-09-26 04:39:12 UTC | #4
Yes, there are alot og calls above our Sla! Sad but true 😉
tim.smith | 2017-09-26 13:31:01 UTC | #5
It sounds like you're reporting that data is missing from the API response. Since a PureCloud service is not behaving correctly, that will need to go through PureCloud Support.
stianbranden | 2017-09-26 19:26:57 UTC | #6
We have reported it, however the problem mysteriously disappeared today: <img src="//inin-prod-use1-developerforum.s3.amazonaws.com/original/1X/1fb0a3ca962197f49369eb21a62e4931285f9237.png" width="690" height="348">
tim.smith | 2017-09-26 19:29:12 UTC | #7
Looks like there was an emergency fix deployed today via AR-5621.
system | 2017-10-27 19:29:14 UTC | #8
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