Hello!
I've noticed some inconsistencies between the data in Genesys Analytic Workspace and the API data I'm receiving from /api/v2/analytics/conversations/aggregates/query
Here's an example of the data I see for a particular queue used on March 13th from 6:00 PM to 7:00 PM JST:
And this is the result for the same time interval retrieved from API (same period for JST):
{
"group": {
"mediaType": "voice",
"queueId": "45350060-ce92-46c5-aa22-4565258327a6"
},
"data": [
{
"interval": "2026-03-13T09:00:00.000Z/2026-03-13T10:00:00.000Z",
"metrics": [
{
"metric": "nOffered",
"stats": {
"count": 2
}
},
{
"metric": "tAbandon",
"stats": {
"max": 20775,
"min": 20775,
"count": 1,
"sum": 20775
}
},
{
"metric": "tAcw",
"stats": {
"max": 24891,
"min": 24891,
"count": 1,
"sum": 24891
}
},
{
"metric": "tAlert",
"stats": {
"max": 8479,
"min": 4790,
"count": 3,
"sum": 21597
}
},
{
"metric": "tHandle",
"stats": {
"max": 194846,
"min": 194846,
"count": 1,
"sum": 194846
}
},
{
"metric": "tTalk",
"stats": {
"max": 87150,
"min": 21092,
"count": 2,
"sum": 108242
}
},
{
"metric": "tTalkComplete",
"stats": {
"max": 108242,
"min": 108242,
"count": 1,
"sum": 108242
}
},
{
"metric": "tWait",
"stats": {
"max": 26194,
"min": 20775,
"count": 2,
"sum": 46969
}
}
]
},
When I made calculations based on this data, I got the following:
Average Talk Time = tTalkComplete.sum / tTalkComplete.count = 108242 / 1 = 1 minute 48 secs
Average Handle Time = tHandle.sum / tHandle.count = 194846 / 1 = 3 minutes 14 secs
Average ACW Time = tAcw.sum / tAcw.count = 24891 / 1 = 24 secs
The results are completely different from the Analytics Workspace data.
I'm curious how Genesys calculates these values? What conditions should be taken into account?
Also, how is it possible that Analytics Workspace shows 2 ACWs if there was only 1 answered call? Can an ACW condition exist without a call?
Thanks in advance
#PlatformAPI------------------------------
Amit Abdul
CEO
------------------------------