Historical Shrinkage API returning wrong actual shrinkage unavailable time

[patrickmprentice]

I've got a weird issue here. When using the historical shrinkage api (/api/v2/workforcemanagement/managementunits/{managementUnitId}/shrinkage/jobs) I'm getting metrics that don't match what I see on Genesys Cloud's historical shrinkage report but only for the actual shrinkage Unavailable status. Every other metric is correct. It's literally off by hours from what I'm seeing in Genesys Cloud. The other weird thing is that the API always returns a much lower metric than what's listed in Genesys, never higher. There is one exception to this, though, and that's the day listed as my start date in the request body will always have the correct info while every other interval will be off.

Example for 2023-04-13 from the API:

And in Genesys Cloud:

All of the other metrics are correct. There's no carry over day to day, in fact the days surrounding 4-13 are also incredibly low.

Does anyone have any idea what's going on here? Am I just not using the API correctly or is there a bug in the API? The last thing I want to do is to have to do single day requests.

[brian.trezise]

What time zone are you passing on your requests? If not passed, we use the time zone of the business unit for determining day boundaries. The genesys cloud website automatically passes the time zone in the title bar of the page. So passing different time zones could cause the data to look different.

So your request should look something like

{
  "startDate": "2023-04-05T00:00:00.000-05:00",
  "endDate": "2023-05-05T00:00:00.000-05:00",
  "timeZone": "EST",
  "granularity": "Daily"
}

If changing the time zone doesn't resolve your issue I would recommend reaching out to care as we are not able to debug issues with customer data in the forums.

Thanks!

[patrickmprentice]

I've tried using the time zone and I've tried hardcoding the time zone in to the request via the start and end date by offsetting the time and they both return the same data. I don't think it's a time zone issue since I can do a single day request and it works just fine, it's just a problem with a single metric and only when requesting multiple days.

[Vikas.Srivastava]

@patrickmprentice

via the start and end date by offsetting the time and they both return the same data. I don't think it's a time zone issue since I can do a single day request and it works just fine, it's just a problem with a single metric and only when requesting multiple days.

Could you please raise a request with care, as we are not able to debug issues with customer data in the forums.