Discrepancy Between Exported File Metrics and API Response Data in Genesys Platform"

[Churamani_Verma]

We have an export file from the Genesys platform containing detailed metrics, and we're also using the following API endpoint for similar data:

https://api.mypurecloud.ie/api/v2/analytics/conversations/aggregates/query

When comparing the data between the export file and the API response, we notice a significant discrepancy. The file displays fewer metrics and queue IDs, while the API returns much higher counts. I've ensured that the time Interval and region parameters match for both the file and the API request. Additionally, based on our requirement I specified the filter media type as "voice" in the API payload, as shown below:

{
"interval": "2024-08-05T00:00:00.000Z/2024-08-06T00:00:00.000Z",
"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"
}
]
}
}
For example, the file shows around 30 queue IDs, whereas the API response for the same day lists about 213 queue IDs.

Could you help explain why there is such a large difference between the metrics count in the export file and the API response? Any suggestions on how to address this issue would be greatly appreciated.

Thanks Genesys Team.

[John_Carnell]

Hi Churamani,

Please stop spamming people with direct references to their names for your forum post. It is extremely noisy especially when your forum post is only two hours old.

Many of the people you have listed are individuals who participate in the forum through volunteering and are not directly related to the areas you are asking a question about. Every direct reference results in these individuals being pinged even if it has nothing to do with the question

The Genesys Cloud developer forum is community-based without formal Service Level Agreements or guarantees that every forum question will be answered. If you need a higher level of support than what is offered through the Genesys Cloud developer forum you are welcome to reach out to our Professional Services team for a paid engagement.

If you believe there is a bug in the actual APIS then you are welcome to open a Care ticket for support.

We welcome your participation in the forum, but like any community, there are norms and etiquette that should be observed.

Sincerely,
John Carnell
Director, Developer Engagement

[Jason_Mathison]

I would suggest asking this question in the "Analytics and reporting" room.

--Jason