Legacy Dev Forum Posts

bmoya | 2024-05-22 20:34:40 UTC | #1

Good day,

Dear Genesys Team, We are using the python sdk to extract data from the WFM historical adherence report.

We use the following api:

postworkforcemanagementmanagementunit_historicaladherencequery

Using the following code fragment:

WFMobject = authenticate(entereduser) body = PureCloudPlatformClientV2.WfmHistoricalAdherenceQuery() body.startdate = startDate body.enddate = EndDate body.timezone = 'America/Tegucigalpa' body.includeexceptions = 'true' JobIdsDataFull = [] JobIdsDataFull.append(WFMobject.postworkforcemanagementmanagementunit_historicaladherencequery(ids,body=body))

By consuming the URL obtained by the api, this generates a JSON whose structure is the following:

{

"userId": "65e20584-febc-4217-a92d-64eebe27b0bd",

"managementUnitId": "4352e27e-adf2-49fc-afdd-c93b1565387d",

"startDate": "2024-04-01T06:00:00.000Z",

"endDate": "2024-04-08T06:00:00.000Z",

"adherencePercentage": 98.69,

"conformancePercentage": 98.64,

"impact": "Negative",

"exceptionInfo": [

{

"startOffsetSeconds": 32400,

"endOffsetSeconds": 32498,

"scheduledActivityCodeId": "0",

"scheduledActivityCategory": "OnQueueWork",

"scheduledSecondaryPresenceLookupIds": [],

"actualActivityCodeId": "7",

"actualActivityCategory": "Unavailable",

"systemPresence": "Offline",

"impact": "Negative"

},

{

"startOffsetSeconds": 140992,

"endOffsetSeconds": 141325,

"scheduledActivityCodeId": "0",

"scheduledActivityCategory": "OnQueueWork",

"scheduledSecondaryPresenceLookupIds": [],

"actualActivityCodeId": "7",

"actualActivityCategory": "Unavailable",

"systemPresence": "Away",

"impact": "Negative",

"secondaryPresenceLookupId": "0"

},

{

"startOffsetSeconds": 231876,

"endOffsetSeconds": 232191,

"scheduledActivityCodeId": "0",

"scheduledActivityCategory": "OnQueueWork",

"scheduledSecondaryPresenceLookupIds": [],

"actualActivityCodeId": "7",

"actualActivityCategory": "Unavailable",

"systemPresence": "Away",

"impact": "Negative",

"secondaryPresenceLookupId": "0"

},

{

"startOffsetSeconds": 381600,

"endOffsetSeconds": 381738,

"scheduledActivityCategory": "Unscheduled",

"scheduledSecondaryPresenceLookupIds": [],

"actualActivityCodeId": "0",

"actualActivityCategory": "OnQueueWork",

"systemPresence": "OnQueue",

"routingStatus": "INTERACTING",

"impact": "Positive"

},

{

"startOffsetSeconds": 464400,

"endOffsetSeconds": 464753,

"scheduledActivityCodeId": "0",

"scheduledActivityCategory": "OnQueueWork",

"scheduledSecondaryPresenceLookupIds": [],

"actualActivityCodeId": "7",

"actualActivityCategory": "Unavailable",

"systemPresence": "Offline",

"impact": "Negative"

},

{

"startOffsetSeconds": 465762,

"endOffsetSeconds": 466396,

"scheduledActivityCodeId": "0",

"scheduledActivityCategory": "OnQueueWork",

"scheduledSecondaryPresenceLookupIds": [],

"actualActivityCodeId": "7",

"actualActivityCategory": "Unavailable",

"systemPresence": "Away",

"impact": "Negative",

"secondaryPresenceLookupId": "0"

},

{

"startOffsetSeconds": 553660,

"endOffsetSeconds": 553854,

"scheduledActivityCodeId": "0",

"scheduledActivityCategory": "OnQueueWork",

"scheduledSecondaryPresenceLookupIds": [],

"actualActivityCodeId": "7",

"actualActivityCategory": "Unavailable",

"systemPresence": "Away",

"impact": "Negative",

"secondaryPresenceLookupId": "0"

},

{

"startOffsetSeconds": 568651,

"endOffsetSeconds": 568908,

"scheduledActivityCodeId": "0",

"scheduledActivityCategory": "OnQueueWork",

"scheduledSecondaryPresenceLookupIds": [],

"actualActivityCodeId": "7",

"actualActivityCategory": "Unavailable",

"systemPresence": "Away",

"impact": "Negative",

"secondaryPresenceLookupId": "0"

}

],

"dayMetrics": [

{

"dayStartOffsetSecs": 0,

"adherenceScheduleSecs": 28800,

"conformanceScheduleSecs": 26400,

"conformanceActualSecs": 26315,

"exceptionCount": 1,

"exceptionDurationSecs": 68,

"impactSeconds": -68,

"scheduleLengthSecs": 28800,

"actualLengthSecs": 86400,

"adherencePercentage": 99.76,

"conformancePercentage": 99.68

},

{

"dayStartOffsetSecs": 86400,

"adherenceScheduleSecs": 28800,

"conformanceScheduleSecs": 26400,

"conformanceActualSecs": 26097,

"exceptionCount": 1,

"exceptionDurationSecs": 303,

"impactSeconds": -303,

"scheduleLengthSecs": 28800,

"actualLengthSecs": 86400,

"adherencePercentage": 98.95,

"conformancePercentage": 98.85

},

{

"dayStartOffsetSecs": 172800,

"adherenceScheduleSecs": 28800,

"conformanceScheduleSecs": 26400,

"conformanceActualSecs": 26089,

"exceptionCount": 1,

"exceptionDurationSecs": 285,

"impactSeconds": -285,

"scheduleLengthSecs": 28800,

"actualLengthSecs": 86400,

"adherencePercentage": 99.01,

"conformancePercentage": 98.82

},

{

"dayStartOffsetSecs": 259200,

"adherenceScheduleSecs": 0,

"conformanceScheduleSecs": 0,

"conformanceActualSecs": 0,

"exceptionCount": 0,

"exceptionDurationSecs": 0,

"impactSeconds": 0,

"scheduleLengthSecs": 0,

"actualLengthSecs": 86400

},

{

"dayStartOffsetSecs": 345600,

"adherenceScheduleSecs": 14538,

"conformanceScheduleSecs": 14400,

"conformanceActualSecs": 14529,

"exceptionCount": 1,

"exceptionDurationSecs": 108,

"impactSeconds": 108,

"scheduleLengthSecs": 14400,

"actualLengthSecs": 86400,

"adherencePercentage": 99.26,

"conformancePercentage": 100.9

},

{

"dayStartOffsetSecs": 432000,

"adherenceScheduleSecs": 28800,

"conformanceScheduleSecs": 26400,

"conformanceActualSecs": 25422,

"exceptionCount": 2,

"exceptionDurationSecs": 927,

"impactSeconds": -927,

"scheduleLengthSecs": 28800,

"actualLengthSecs": 86400,

"adherencePercentage": 96.78,

"conformancePercentage": 96.3

},

{

"dayStartOffsetSecs": 518400,

"adherenceScheduleSecs": 28800,

"conformanceScheduleSecs": 26400,

"conformanceActualSecs": 25954,

"exceptionCount": 2,

"exceptionDurationSecs": 391,

"impactSeconds": -391,

"scheduleLengthSecs": 28800,

"actualLengthSecs": 86400,

"adherencePercentage": 98.64,

"conformancePercentage": 98.31

}

],

"actualsEndDate": "2024-04-08T06:00:00.000Z",

"actuals": [

{

"actualActivityCategory": "Unavailable",

"startOffsetSeconds": 0,

"endOffsetSeconds": 32498

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 32498,

"endOffsetSeconds": 43211

},

{

"actualActivityCategory": "Meal",

"startOffsetSeconds": 43211,

"endOffsetSeconds": 45603

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 45603,

"endOffsetSeconds": 61205

},

{

"actualActivityCategory": "OffQueueWork",

"startOffsetSeconds": 61205,

"endOffsetSeconds": 61279

},

{

"actualActivityCategory": "Unavailable",

"startOffsetSeconds": 61279,

"endOffsetSeconds": 118742

},

{

"actualActivityCategory": "OffQueueWork",

"startOffsetSeconds": 118742,

"endOffsetSeconds": 118806

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 118806,

"endOffsetSeconds": 129617

},

{

"actualActivityCategory": "Meal",

"startOffsetSeconds": 129617,

"endOffsetSeconds": 132001

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 132001,

"endOffsetSeconds": 140992

},

{

"actualActivityCategory": "Unavailable",

"actualSecondaryPresenceLookupId": "0",

"startOffsetSeconds": 140992,

"endOffsetSeconds": 141325

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 141325,

"endOffsetSeconds": 147620

},

{

"actualActivityCategory": "OffQueueWork",

"startOffsetSeconds": 147620,

"endOffsetSeconds": 147763

},

{

"actualActivityCategory": "Unavailable",

"startOffsetSeconds": 147763,

"endOffsetSeconds": 205115

},

{

"actualActivityCategory": "OffQueueWork",

"startOffsetSeconds": 205115,

"endOffsetSeconds": 205204

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 205204,

"endOffsetSeconds": 216008

},

{

"actualActivityCategory": "Meal",

"startOffsetSeconds": 216008,

"endOffsetSeconds": 218403

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 218403,

"endOffsetSeconds": 231000

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 231000,

"endOffsetSeconds": 231876

},

{

"actualActivityCategory": "Unavailable",

"actualSecondaryPresenceLookupId": "0",

"startOffsetSeconds": 231876,

"endOffsetSeconds": 232191

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 232191,

"endOffsetSeconds": 234003

},

{

"actualActivityCategory": "OffQueueWork",

"startOffsetSeconds": 234003,

"endOffsetSeconds": 234039

},

{

"actualActivityCategory": "Unavailable",

"startOffsetSeconds": 234039,

"endOffsetSeconds": 367146

},

{

"actualActivityCategory": "OffQueueWork",

"startOffsetSeconds": 367146,

"endOffsetSeconds": 367209

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 367209,

"endOffsetSeconds": 381738

},

{

"actualActivityCategory": "OffQueueWork",

"startOffsetSeconds": 381738,

"endOffsetSeconds": 381971

},

{

"actualActivityCategory": "Unavailable",

"startOffsetSeconds": 381971,

"endOffsetSeconds": 464753

},

{

"actualActivityCategory": "OffQueueWork",

"startOffsetSeconds": 464753,

"endOffsetSeconds": 464755

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 464755,

"endOffsetSeconds": 465762

},

{

"actualActivityCategory": "Unavailable",

"actualSecondaryPresenceLookupId": "0",

"startOffsetSeconds": 465762,

"endOffsetSeconds": 466396

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 466396,

"endOffsetSeconds": 475206

},

{

"actualActivityCategory": "Meal",

"startOffsetSeconds": 475206,

"endOffsetSeconds": 477601

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 477601,

"endOffsetSeconds": 490200

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 490200,

"endOffsetSeconds": 493206

},

{

"actualActivityCategory": "OffQueueWork",

"startOffsetSeconds": 493206,

"endOffsetSeconds": 493244

},

{

"actualActivityCategory": "Unavailable",

"startOffsetSeconds": 493244,

"endOffsetSeconds": 550723

},

{

"actualActivityCategory": "OffQueueWork",

"startOffsetSeconds": 550723,

"endOffsetSeconds": 550804

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 550804,

"endOffsetSeconds": 553660

},

{

"actualActivityCategory": "Unavailable",

"actualSecondaryPresenceLookupId": "0",

"startOffsetSeconds": 553660,

"endOffsetSeconds": 553854

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 553854,

"endOffsetSeconds": 561607

},

{

"actualActivityCategory": "Meal",

"startOffsetSeconds": 561607,

"endOffsetSeconds": 564001

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 564001,

"endOffsetSeconds": 568651

},

{

"actualActivityCategory": "Unavailable",

"actualSecondaryPresenceLookupId": "0",

"startOffsetSeconds": 568651,

"endOffsetSeconds": 568908

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 568908,

"endOffsetSeconds": 576600

},

{

"actualActivityCategory": "OnQueueWork",

"startOffsetSeconds": 576600,

"endOffsetSeconds": 579603

},

{

"actualActivityCategory": "OffQueueWork",

"startOffsetSeconds": 579603,

"endOffsetSeconds": 579640

},

{

"actualActivityCategory": "Unavailable",

"startOffsetSeconds": 579640,

"endOffsetSeconds": 604800

}

]

},

This json is an example of a single user, based on the json data we need to know what formulas and with what data the following values of the historical adherence report are obtained:

*Scheduled

• Current Time

*Schedule on Queue

• Work Time on Queue
• Schedule (Adherence)

We are looking forward to your comments.

Cordially,

Brayam Moya Rusinque

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system | 2024-06-22 20:34:56 UTC | #2

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