Smangele_Manaka | 2025-02-18 14:30:46 UTC | #1
Is there a single API in Genesys Cloud that retrieves an agent's actual activity in WFM, without the need to use multiple APIs to gather the information?
Eos_Rios | 2025-02-18 14:46:19 UTC | #2
That'd be a Nope.
Smangele_Manaka | 2025-02-19 06:26:57 UTC | #3
Which APIs may I use to obtain the agents actual activity ? Thank you.
Eos_Rios | 2025-02-19 14:16:03 UTC | #4
Depends. If you want the exact start / stop time of every status change it'd be
POST /api/v2/analytics/users/details/jobs
GET /api/v2/analytics/users/details/jobs/{jobId}
GET /api/v2/analytics/users/details/jobs/{jobId}/results
If you want just the raw totals of specific status codes grouped by agent or similar at a specific interval granularity for a period it'd be
POST /api/v2/analytics/users/aggregates/query
And you may have to iterate through the entire user list to feed whichever route you go the specific list of users you want data for.
And you'd need
GET /api/v2/presence/definitions
To make most of the presences humanly readable.
Smangele_Manaka | 2025-02-20 15:57:03 UTC | #5
Could we have an API that pulls all the agents' schedules, not just one agent at a time? The API below is the one that pulls a single agents schedule : get/api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekId}/schedules/{scheduleId}/history/agents/{agentId}
Loads agent's schedule history.
Eos_Rios | 2025-02-21 01:32:24 UTC | #6
Have you tried POST /api/v2/workforcemanagement/businessunits/{businessUnitId}/agentschedules/search
It's not much better since you still have to feed it all the IDs, but it does technically do more than one at a time.
brian.trezise | 2025-02-24 16:14:59 UTC | #7
Clarifying question - are you wanting their current actual activity? because that is available via the real time adherence API. If you are wanting it historically or for a particular point in the past you'd need to use the historical adherence APIs
GET /api/v2/workforcemanagement/adherence
Note - This assumes the user is in a management unit, which is a prerequisite for getting their adherence information
system | 2025-03-26 16:14:17 UTC | #8
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This post was migrated from the old Developer Forum.
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