TheRealKevinGlinski | 2020-08-24 21:04:48 UTC | #1
I'm working on rebuilding the calculations from the dayMetrics from the historical adherence query POST /api/v2/workforcemanagement/managementunits/%s/historicaladherencequery (and the corresponding WS notification) HistoricalAdherenceQueryResult has the metrics for that query period. It looks like I also need to get the schedule to calculate some of the metrics like conformanceScheduleSecs and scheduleLengthSecs which is fine, but how would i calculate conformanceActualSecs? I would assume that it was the sum of durations from the actuals list where actualActivityCategory = OnQueueWork, but that isn't it and I can't find a combination of actual activities and exceptions to get to the number in dayMetrics.
Similar with adherenceschedulesecs, I thought it would be scheduleLengthSecs - exceptionDuration, but I can't get those to match up.
Can someone shed some light on how to come up with the calculations of these two?
Thanks
Langsford_Jay | 2020-08-26 11:40:51 UTC | #2
We have a route that does the calculation for you and provides the value. Why would you want to duplicate that effort?
Conformance and adherence calculations are difficult to do. They need to look at historical agent behavior, the current version of the schedule (which can be edited in arrears), along with any adh/conf configurations for the management unit. You will find it difficult to produce the same values as we do unless you get everything 100% correct.
https://help.mypurecloud.com/articles/navigate-historical-adherence-view/: The agent’s percentage of conformance. The system calculates this figure as follows: (total in conformance time / total time for scheduled activities for conformance in interval) * 100; min: 0%.
^^today we only consider on queue for conformance calculations
Other helpful info: https://help.mypurecloud.com/articles/how-genesys-cloud-calculates-adherence-and-conformance/
system | 2020-09-26 11:40:54 UTC | #3
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