kumar041219 | 2022-06-13 05:57:58 UTC | #1
Hi team,
I am trying to retrieve the agents agents adherence details(timeadherenceschedule, timenotadherencenotschedule) for each day. I am trying to find correct API to get those information. But unfortunately I am not able to get required API. Could someone please help me to required API.
Regards, Kumar
brian.trezise | 2022-06-13 13:10:24 UTC | #2
What you're looking for is historical adherence.
This data can be retrieved either by management unit: POST /api/v2/workforcemanagement/managementunits/{managementUnitId}/historicaladherencequery
or by user (though the number of users you can request at once is limited): POST /api/v2/workforcemanagement/adherence/historical
The following is a tutorial for retrieving historical adherence data (the data always comes back via web socket notification): Retrieving Notifications from a Historical Adherence Query
kumar041219 | 2022-06-14 02:29:35 UTC | #3
Thanks brian for your reply. We are passing OAUTH key and bearer token to get users and schedule hours for some other purpose. In a similar way we need to extract adherence and forecast data on daily basis though ETL.
/api/v2/workforcemanagement/adherence(GET method) gone through this API and came to know from genesys team that it is wrongly updated in genesys developer guide.
brian.trezise | 2022-06-14 13:27:16 UTC | #4
GET /api/v2/workforcemanagement/adherence only tells you what an agent is doing right now. It's near-real-time adherence. It doesn't know anything about future schedules or past activities, only "now".
For the type of adherence data you are requesting, you will need to query historical adherence.
system | 2022-07-15 13:17:08 UTC | #5
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