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Interval using conversations/aggregates/query returns Interactions by End Time

  • 1.  Interval using conversations/aggregates/query returns Interactions by End Time

    Posted 06-05-2025 19:06

    Pasi_Naappa1 | 2020-02-26 08:23:53 UTC | #1

    When using conversations/aggregates/query it seems to return results based on the Interactions End Time. Everywhere else this seems to be by Start Time.

    This is a good documentation for Intervals but its not valid for conversations/aggregates/query https://developer.mypurecloud.com/api/rest/v2/analytics/query_syntax_detail.html

    Example Interaction: "conversationStart": "2020-02-05T08:41:58.573Z", "conversationEnd": "2020-02-07T07:28:37.825Z",

    /api/v2/analytics/conversations/aggregates/query

    {"interval": "2020-02-07T07:25:00.000Z/2020-02-07T07:30:00.000Z"}

    This returns the above Interaction.

    For example /conversations/details/query wont return that Interaction.

    Is there a documentation how conversations/aggregates/query is handling Intervals?

    tim.smith | 2020-02-26 15:55:31 UTC | #2

    The documentation for the interval property on the detail query has a better description than the aggregate query, though they are the same. From POST /api/v2/analytics/conversations/details/query:

    interval (string required ) Specifies the date and time range of data being queried. Results will include conversations that both started on a day touched by the interval AND either started, ended, or any activity during the interval. Intervals are represented as an ISO-8601 string. For example: YYYY-MM-DDThh:mm:ss/YYYY-MM-DDThh:mm:ss.

    Pasi_Naappa1 | 2020-02-28 08:19:09 UTC | #3

    One thing I forgot to mention is that I'm only using "metrics" : ["tHandle"] and then started times are not included in the result, only if interaction ended between the interval.

    What I'm trying to get here is daily statistics how much handling time is used each day. Now this interaction that started 2020-02-05 (and ended 2020-02-07), is not showing 2020-02-05 days statistics but in 2020-02-07 days statistics.

    tim.smith | 2020-02-28 18:05:18 UTC | #4

    Pasi_Naappa1, post:3, topic:7204
    Now this interaction that started 2020-02-05 (and ended 2020-02-07), is not showing 2020-02-05 days statistics but in 2020-02-07 days statistics.

    That's not the behavior described by the documentation. Please open a case with Genesys Cloud Care to investigate.

    system | 2020-03-29 18:05:21 UTC | #5

    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: 7204



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