Queue ID Null in Analytics Conversation Aggregates

[cvogel]

Hi all,

I am trying to obtain all conversation metrics at the granularity of [queueId, conversationId]. For example, this would let me know what tTalk was in each individual queue that a call was routed to. However, when I make the query to the conversation aggregates API, about half of the conversation IDs have NULL for their queueId. (~4000 out of 8000+ for the time interval from 12-04-2021 to 12-09-2021). This worries me because calls have to be routed somewhere, correct? So the queue Id should never be NULL?

Can anyone provide any insight on what might be going on? Thank you!!

API endpoint: /api/v2/analytics/conversations/aggregates/query

Query:

{
"interval": ["Pick Any ISO formatted Date"],
"granularity": "P1D",
"groupBy": ['conversationId','queueId'],
"metrics": [
"oServiceLevel",
"oServiceTarget",
"tAbandon",
"tAcd",
"tAcw",
"tAgentResponseTime",
"tAlert",
"tAnswered",
"tDialing",
"tFlowOut",
"tHandle",
"tHeld",
"tHeldComplete",
"tIvr",
"tMonitoring",
"tNotResponding",
"tShortAbandon",
"tTalk",
"tTalkComplete",
"tUserResponseTime",
"tVoicemail",
"tWait"
],
"flattenMultivaluedDimensions": "true",
"alternateTimeDimension" : "eventTime"}

[Eos_Rios]

I don't see any filters on direction or media type, leaving a few possibilities for what is going on there.
Agent to Agent calls for example, have no queue, but count as Handled calls with talk time.
Agent outbound calls will no have queue if the agent doesn't explicitly check the 'on behalf of queue' box.