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API converation aggregate query - For one wrap-up the count for tAcw and thandle does not match

  • 1.  API converation aggregate query - For one wrap-up the count for tAcw and thandle does not match

    Posted 06-05-2025 18:12

    Erison_Mogari | 2017-08-10 13:49:52 UTC | #1

    Hello,

    I opened a ticket in support and they advised me to post here:

    We're working with the API convesation query aggregate. https://api.mypurecloud.com/api/v2/analytics/conversations/aggregates/query

    For this wrap-up 9ddbc4a1-3929-40d4-ba08-9dcdb51d13a4. The count in tAcw sometimes are greater than tHandle

    What could cause this??

    Below a grouping where the count were different using the query at the end of the post.: UserID - '91e4657a-9fc9-45bc-93b7-e9e0dc36d167 QueueID - '60edca51-deec-4845-9d34-562bd4306652 OutboundCampaignID - '4258845e-8ca3-4da1-806b-d143415aca75 WrapupID - 9ddbc4a1-3929-40d4-ba08-9dcdb51d13a4

    Below the query used where i saw this result

    { "interval": "2017-08-08T03:00:00.000Z/2017-08-09T03:00:00.000Z", "groupBy": [ "mediaType", "queueId", "outboundCampaignId", "scriptId", "wrapUpCode", "userId" ], "metrics": [ "tAcw", "tHandle", "tTalkComplete" ] }

    Erison_Mogari | 2017-08-11 19:26:01 UTC | #2

    Hello,

    A few more updates. Pulling the same data frame, with the same query i got different results in these last days:

    { "interval": "2017-08-06T03:00:00.000Z/2017-08-07T03:00:00.000Z", "groupBy": [ "mediaType", "queueId", "outboundCampaignId", "scriptId", "wrapUpCode", "userId" ], "metrics": [ "tAcw", "tHandle", "tTalkComplete" ] }

    I ran this query in 8-aug, and today. The results are quite different for some wrap-ups. The result are 3 days old of when I ran the first query, so I guess I'm not acessing any interaction that could still be pending.

    Below a group result where it's different

    This is the result I got today for this group:

    "group": { "mediaType": "voice", "queueId": "64ba73bc-a474-4b0f-b803-b5653caa49b1", "userId": "f9779ecd-64c5-43eb-8b2c-f097aa75218a", "wrapUpCode": "9ddbc4a1-3929-40d4-ba08-9dcdb51d13a4", "outboundCampaignId": "4cd28205-0767-4535-9316-d90c63678e96" }, "data": [ { "interval": "2017-08-06T03:00:00.000Z/2017-08-07T03:00:00.000Z", "metrics": [ { "metric": "tAcw", "stats": { "max": 38000, "min": 38000, "count": 101, "sum": 38000 } }, { "metric": "tHandle", "stats": { "max": 200120, "min": 180, "count": 18, "sum": 419791 } }, { "metric": "tTalkComplete", "stats": { "max": 200120, "min": 180, "count": 17, "sum": 381791 } } ] } ] },

    This is how it was when ran in 8-aug

    "group": { "mediaType": "voice", "queueId": "64ba73bc-a474-4b0f-b803-b5653caa49b1", "userId": "f9779ecd-64c5-43eb-8b2c-f097aa75218a", "wrapUpCode": "9ddbc4a1-3929-40d4-ba08-9dcdb51d13a4", "outboundCampaignId": "4cd28205-0767-4535-9316-d90c63678e96" }, "data": [ { "interval": "2017-08-06T03:00:00.000Z/2017-08-07T03:00:00.000Z", "metrics": [ { "metric": "tHandle", "stats": { "max": 200120, "min": 180, "count": 18, "sum": 414374 } }, { "metric": "tTalkComplete", "stats": { "max": 200120, "min": 180, "count": 18, "sum": 414374 } }, { "metric": "tAcw", "stats": { "max": 0, "min": 9223372036854775807, "count": 18, "sum": 0 } } ] } ] }, In case it helps: The wrap-ups where are the biggest diffrence are on these two: 9ddbc4a1-3929-40d4-ba08-9dcdb51d13a4 - our agents uses this wrap-up when no one answers the phone, when dialing in preview mode 0d55bb9f-86d9-446f-bff5-a5d242d20925 - our agents uses this wrap-up when the phone number is invalid, or the phnoe doesn't belong to the person.

    Also, reading the https://developer.mypurecloud.com/api/rest/v2/analytics/metrics.html tHandle = tHeld + tTalk + tACW

    So the count of interactions in tACW shouldn't be greater than tHandle, right?

    tim.smith | 2017-08-14 19:27:54 UTC | #3

    If the summary stats sometimes aren't what you expect, try querying for the conversation details and tabulating the statistics manually to reconcile them. If you find that the metrics are not being calculated correctly, that needs to be handled by support as it's a bug within PureCloud.

    Erison_Mogari | 2017-08-14 20:05:33 UTC | #4

    Hi Tim,

    Ok, I'll try to look on this

    However, as a starting point, could you help me how the conversation details query should be, to contain the same interactions as in this aggregate query?

    Just to make sure I'll be comparing bananas to bananas.

    Erison_Mogari, post:2, topic:1666
    { "interval": "2017-08-06T14:00:00.000Z/2017-08-06T15:00:00.000Z", "groupBy": [ "mediaType", "queueId", "outboundCampaignId", "scriptId", "wrapUpCode", "userId" ], "metrics": [ "tAcw", "tHandle", "tTalkComplete" ] }

    tim.smith | 2017-08-14 20:31:02 UTC | #5

    I'd go with this:

    { 
  "interval": "2017-08-06T14:00:00.000Z/2017-08-06T15:00:00.000Z"
}

    system | 2017-09-14 20:31:07 UTC | #6

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 1666



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