Issue with /api/v2/analytics/conversations/details/query response

Analytics and Reporting
1

Hi Team,

We are using this api-https://api.mypurecloud.com/api/v2/analytics/conversations/details/query to get count of total conversation for particular interval. To get the count of conversations for particular interval, we are referring to "totalHits" from api response. When I hit the api on 10th march 2022 conversation count were x and when I hit the api on 24th march 2022 the count is x+31. We have seen such instances for many other dates ranges.
"interval": "2021-12-20T00:00:00Z/2021-12-22T09:00:00Z"

I have 3 questions here:

  1. Is this expected that new conversation can get added in future for past interval i.e. new conversation are getting added in old December 2021 interval in March 2022.
  2. Conversation start time for a conversation is getting changed which is causing this mismatch in conversation count.
    3)Can older interval conversation data can get updated in future ? Like New metrics/segment/sessions can get added to older conversation in future.

Note: Here x is a number. This is used to hide actual call conversation count.

2

You're going to need to open a case with customer so they can look at specific cases with you and explain what is going on, but roughly your answer is yes, depending on how you're actually structuring your query;

Important The interval will filter based on the conversation start timestamp. Conversations will only be included in the results if their start occurs on a day that the interval touches. The actual time of the conversation start need not be within the interval as long as it occurs on a day involved in the interval. This is because conversations are stored in daily indexes based on their start timestamp, and we only search the indexes corresponding to days included in the interval for performance reasons. A live conversation that started yesterday will need the start of the interval to include yesterday for said conversation to be included in the results. This only applies to conversations that are still active at the beginning of the query interval. Conversations that end before the query interval are excluded.

The https://developer.genesys.cloud/api/rest/v2/analytics/conversation_details_job behaves a little differently and has a switch to toggle it's behavior;

  • Interval : Conversation detail queries will only include conversations that started on a day (UTC) touched by the interval. Conversation detail jobs will by default include all conversations whose lifetime overlaps with the query interval. If you want the same behavior as for queries, you should set the startOfDayIntervalMatching flag in the query to true.

But none of that quite explains the extremes you're describing, so customer support case.

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