Get Agent Statistics API Call: Impossible Interval Times/Durations

[BlakeR]

Hello,

We are experiencing an issue with the Get-Agent-Statistics API call (https://developer.webex-cx.com/documentation/agents/v1/get-agent-statistics). When we call the API and ask for 15-, 30-, or 60-minute stat intervals, we are seeing what should be impossible times for some of the data records. “TotalXTimes” and “TotalXDurations” over the interval time requested when the max for any one value should be the interval requested.

Examples:

• We have seen one Agent with a “TotalAvailableTime” of over 7 hours when asking for 60-minute intervals.
• “TotalUnavailableTime” over 15 minutes for a 15-minute interval API call.

To be clear, not every data hash element has these problems, but enough of them do which causes any KPI calculations with the values to be considered unreliable at best.

[Arunabh Bhattacharjee · Accepted solution]

HI Blake, 

Thanks for reporting this. This is a new defect that needs to be fixed. The defect opened is : CSCwd42185

https://bst.cisco.com/bugsearch/bug/CSCwd42185 

we would advise on opening a regular TAC case for any break fix issues so that the triage is quicker.

Thanks & Regards,

Arunabh.