Hi everyone,
First of all, I want to say that I really appreciate the flexibility Genesys Cloud offers around Workforce Management APIs. We are currently building a custom management interface on top of WFM functionality and overall the API coverage has been very helpful.
While working on this project, I noticed something regarding the following endpoint:
/api/v2/workforcemanagement/unavailabletimes/settings
This service returns whether the "Agent Availability Enabled" setting is enabled or disabled.
In the Genesys UI, this setting can be found under:
Management Unit Settings -> Schedule tab
What surprised me is that almost all other Management Unit settings are available through:
/api/v2/workforcemanagement/managementunits/mine?expand=settings
but this specific setting requires:
- a separate API call
- additional permissions
- extra handling in integrations
I was wondering what the reasoning was behind separating this setting from the general Management Unit settings endpoint. From an integration perspective, it would feel more consistent if this property were included in the Management Unit settings response so developers do not need an additional request.
Our use case
We are building a portal where agents can provide their availability preferences. On top of that, we want to introduce a points/reward system to encourage availability during evenings and weekends.
The challenge is that when agents receive the required permissions, the standard Genesys interface also allows them to submit unavailability directly. This makes it possible for agents to unintentionally bypass the intended availability steering logic.
To solve this, we are building a management dashboard that compares:
- submitted availability
- submitted unavailability
per agent, and highlights differences with warning indicators.
However, there is currently only an API available to retrieve unavailability per individual agent, and this endpoint has a rate limit of only 5 requests per minute.
For a contact center with around 100 agents, this means retrieving all data can take around 20 minutes, which makes real-time or near-real-time monitoring difficult.
Feature request
Would it be possible to introduce a bulk endpoint that allows retrieval of unavailability data for all agents within a Management Unit?
Something like:
- retrieve all unavailability entries for a Management Unit
- optionally filter by date range
- optionally filter by agent list
This would significantly improve scalability for custom WFM tooling and management dashboards.
I am curious if others have run into similar limitations or have alternative approaches.
Thanks in advance for any feedback, and thanks again for the great platform and API ecosystem.
Best Regards,
Peter
#PlatformAPI------------------------------
Peter Vledder
Solution Consultant
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