Michael.Shrall | 2017-03-01 17:50:35 UTC | #1
For the API /api/v2/workforcemanagement/adherence
Does this return the adherence actuals or the expect adherence schedule? Looking to see if we can use this to extract adherence exceptions for a specific agetn.
@Behymer_Joe
Behymer_Joe | 2017-03-01 20:38:01 UTC | #2
Hi @Michael.Shrall.
This API isn't designed to calculate exceptions.
We are working on a new historical adherence API and UI that is slated for middle Q2. It will give you all exceptions for a set of agents for a period of time, as well as a roll-up percentage of their adherence for that time period.
The real-time adherence GET route you mention just gets you the state of adherence for some agents at a particular point in time:
- what is their status,
- what are they scheduled to be doing,
- whether that is in/out of adherence,
- what impact that has on service level.
There's also a notification you can subscribe to that will give you updated records of the same data structure in case the agent changes their status or their scheduled activity changes. None of this really should be used to calculate exceptions.
Technically if you were listening to the real-time adherence notifications for the entire period you wanted to track exceptions on and writing the objects down you could drum up a set of exceptions from that data. However, it will be different from what we report when we ship our historical adherence feature because schedule changes can (and are) made in arrears. Supervisors go back to last week's schedule and fix it up to make their adherence levels higher, and given those historical schedule changes won't affect an agent's current adherence, you wouldn't get a real-time notification about it so we would not recommend this.
system | 2017-08-28 19:32:29 UTC | #3
This post was migrated from the old Developer Forum.
ref: 984