groupings

Defines the level of aggregation for metrics data by a dimension(s). Its similar to sorting items into buckets based on a common characteristic, then counting or calculating something for each bucket. For example, when grouped by QUEUE, the metrics returned apply to each queue rather than aggregated for all queues.

The grouping list is an ordered list, with the first item in the list defined as the primary grouping. If no grouping is included in the request, the aggregation happens at the instance-level.

• If you group by CHANNEL, you should include a Channels filter. VOICE, CHAT, and TASK channels are supported.

• If you group by AGENT_STATUS, you must include the QUEUE as the primary grouping and use queue filter. When you group by AGENT_STATUS, the only metric available is the AGENTS_ONLINE metric.

• If you group by ROUTING_PROFILE, you must include either a queue or routing profile filter. In addition, a routing profile filter is required for metrics CONTACTS_SCHEDULED, CONTACTS_IN_QUEUE, and OLDEST_CONTACT_AGE.

• When using the RoutingStepExpression filter, group by ROUTING_STEP_EXPRESSION is required.