MFOSTER | 2022-12-22 13:06:17 UTC | #1
Getting some weird results back from the WFM adherence api :
In some cases the adherence percentage is null and conformance percentage is -1
other cases where adherence percentage has a value, but conformance is null
Can you let me know if these cases are valid, and if so what is the meaning behind them?
thanks!
Dan_Hoffman | 2023-01-03 16:57:07 UTC | #2
Hi MFOSTER,
When the adherence percentage is null and conformance percentage is -1, that means during the range queried the agent was not scheduled but went on queue anyways. When this happens our conformance calculation would require us to divide by 0 so we just return -1, which our UI represents as infinity so you can think of -1 as infinity percent.
When adherence percentage has a value but conformance is null, that means the agent was scheduled but the schedule did not include any on queue activities and the agent also did not go on queue during the range.
Below is our formula for calculating conformance:
if actualLengthSeconds = 0 return null
if conformanceActualSeconds = 0 and conformanceScheduleSeconds = 0 return null
if conformanceActualSeconds = 0 and conformanceScheduleSeconds > 0 return 0
if conformanceScheduleSeconds = 0 return -1
return (conformanceActualSeconds / conformanceScheduleSeconds * 100)
MFOSTER | 2023-01-03 16:33:48 UTC | #3
Thanks Dan, that's a great clarification.
system | 2023-02-03 16:34:28 UTC | #4
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