PureEngage On-Premises

Can the WFM API be called to restore a master schedule for a particular agent/date ?

thanks

Hi Sue,

To answer this question it will be need to perform several clarifications on use case: what exactly you want to restore and how. I.e. are you want to call WFM Web supervisor Schedule History > Restore functionality to revert schedule to some previous data? What is the need for such automation?

Schedule History > Restore functionality is based on getAuditLogAsync method of WFMScheduleService810Soap interface and then rollbackAuditTransaction method from the same interface:

rollbackAuditTransaction - Rolls back current schedule to specific Schedule Audit Transaction from the past.
long rollbackAuditTransaction(long auditID,
                              int siteID,
                              java.util.List<java.lang.Integer> teamIDArray,
                              java.util.List<java.lang.Integer> agentIDArray,
                              double schStartDate,
                              double schEndDate)Rolls back current schedule to specific Schedule Audit Transaction from the past.

Parameters:
auditID - An ID of Schedule Audit Transaction to which to rollback schedule state.
siteID - Site ID
teamIDArray - Team ID filter. Can be NULL, meaning “any team”
agentIDArray - Agent ID filter. Can be NULL, meaning “all agents for specified teams”. If teams were not specified, means “all agents”.
schStartDate - Start date of schedule range that you are interested in. Can be null. OleDateTime
schEndDate - End date of schedule range that you are interested in. Can be null. OleDateTime
Returns:
New timestamp/transaction ID value

If you need more info or you're looking for different functionality please open case with Genesys CC.

Thanks,
Kirill Lozovatsky

Okay thanks Kirill - it looks like there are some possibilities but sound quite complex.

The scenario being reviewed is when an agent calls in sick and the master schedules is replaced with a full day exception for several days.  It is possible that the agent returns before this time and therefore the previous master schedule is to be put back and the full day exception no longer needed.

If further information is needed I'll open a case as you suggest.

Depending on the release of WFM we may have to retain the information elsewhere for recreation.