QueuePerformance data mismatched retrieved from PureCloud via API

1

We've developed a API to extract the data of QueuePerformance with the following codes.
But we found that some retrieved data is different from the PureCloud report.

Python codes:
########################################################
api.get_api_client()
analytics_api = api.analystics_api()
interval = api.get_interval_strings()

    query = PureCloudPlatformClientV2.ConversationAggregationQuery()
    query.interval = interval
    query.granularity = 'P1D'

api_result = analytics_api.post_analytics_conversations_aggregates_query(query)
########################################################

Mismatched data : CallCount, AnsweredCount

PureCloud Queue Performance Report:

image
image1418×705 108 KB

Retrieved data from PureCloud API:

image
image1706×64 3.95 KB

2

The interval you're using is the first place I'd check. The UI is going to do a timezone correction to get the entire day according to your machine's time zone. You need to make sure the interval you're using in your code is doing time zone correction.

3

Thanks for your reply.

The time zone is set to JST in my codes which is no problem and the process has been running for 9 months without any issue before, but this time there's mismatched data retrieved from PureCloud API.

And just in case, we've also confirmed the 30 mins interval in that day,
the total number of CallCount(Offer), AnsweredCount(Answer%) is 8, which is different from the data retrieved from PureCloud API.

Can you please re-investigate the issue in this case?
Thank you very much in advance.

image
image1907×904 110 KB

4

Hi Genesis engineer

Any updates or insight on this issue?
Thank you very much in advance.

Regards

5

Since what you are describing may be a bug, I suggest you open up a support case for this issue.

6

Thank you so much for the feedback.
Can I raise a support ticket even if we don't purchase any Genesys support?
Yes so, please kindly share me the entry link and I will raise a support ticket for this issue.
Thank you very much in advance.

7

I don't know how exactly that works, but here is a link to get started:

The developer forum is a place to talk about how to use our APIs, but it is not a formal support channel, so there is no bug tracking system or SLAs or anything that you could expect from support.

--Jason

8

Thank you very much for you reply.

9