Legacy Dev Forum Posts

olga.kolotushkina | 2022-04-19 14:25:51 UTC | #1

Dear Genesys team,

could you please advise which API endpoint(s) I can use to get Intraday Monitoring info like on this UI page

Regards, Olga

brian.trezise | 2022-04-19 14:31:04 UTC | #2

Hey thanks for reaching out.

You can find the relevant links here. This route will get the applicable planning groups for a given date: GET /api/v2/workforcemanagement/businessunits/{businessUnitId}/intraday/planninggroups

And this route will return the actual data for the requested planning group(s) POST /api/v2/workforcemanagement/businessunits/{businessUnitId}/intraday

You'll find on the same page a complete list of all public WFM-related API routes.

olga.kolotushkina | 2022-04-20 13:14:24 UTC | #3

Thank you for the assistance. i have couple of follow up questions please:

1. I extracted the Intraday Monitoring data from the UI and from the endpoint

POST /api/v2/workforcemanagement/businessunits/{businessUnitId}/intraday - this endpoint provides ForecastData, ScheduleData, PerformancePredictionData. Then I started to compare UI and API responses. For the same condition (day, planning group ID, business unit) and withing one API response:

• I see no discrepancy between forecastDataPerInterval (offered & averageHandleTimeSeconds)

• I see discrepancy between performancePredictionDataPerInterval (serviceLevelPercent & averageSpeedOfAnswerSeconds &occupancyPercent). The more red more discrepancy)

could you please help to understand why UI and API data don't match each other

2. How to get Completed and Actual number of Agents, Actual Occupancy from the API

Thank you for your time

Regards, Olga

Langsford_Jay | 2022-04-26 15:27:32 UTC | #4

If you feel there is a discrepancy, then you should open a Care ticket with Genesys so we can track and investigate.

Could you shed some light on why you are wanting to pull this information from the API versus use the UI?

For #2, these are separate queries to Analytics (e.g., for actual number of agents and occupancy we utilize aggregated agent metrics queries). The following has more information on the metrics and what they are composed of: https://help.mypurecloud.com/articles/workforce-management-metric-definitions/

olga.kolotushkina | 2022-04-26 11:57:35 UTC | #5

If you feel there is a discrepancy, then you should open a Care ticket with Genesys so we can track and investigate. - was checking again on my side, looks like it was s mistake on my end, probably looked at the wrong metrics

Could you shed some light on why you are wanting to pull this information from the API versus use the UI? - we have a Data Lake in our organisation, in there we have data from different sources in one place. So, we wanted to pull the Intradat Monitoring data also ingested to our Data Lake for further deeper anaysis

For #2, these are separate queries to Analytics (e.g., for actual number of agents and occupancy we utilize aggregated agent metrics queries). The following has more information on the metrics and what they are composed of: Workforce management metric definitions - Genesys Cloud Resource Center - thank you, would check on that

olga.kolotushkina | 2022-04-26 15:48:18 UTC | #6

Dear Support Team,

I'm calculating actual number of agents and actual occupancy. could you please confirm whether I do it correctly?

1. select endpoint POST/api/v2/analytics/users/aggregates/query
2. pass the body with the list of users for the specific queue

3. Flatten JSON response, and select one interval for the calculation; select routing status for that interval Communicating, Idle, Interacting

4. Metrics:
5. Actual Agents. Sum up all periods where Routing Status = Communicating, Idle, Interacting. then convert into seconds (divide by 1000), then convert into minutes (divide by 60), then divide by interval length (divide by 15)

• Occupancy. Sum periods where Routing Status = Interacting. Then divide total time, in other words, divide by periods periods where Routing Status = Interacting, Idle, Communicating

Could you please confirm whether this is correct approach

Regards, Olga

Langsford_Jay | 2022-04-27 15:48:32 UTC | #7

I think we have gone beyond the spirit of dev forum and into a 'how can I duplicate exactly your feature' territory. At this point I would recommend pursing a paid engagement with our Professional Services organization.

olga.kolotushkina | 2022-04-27 17:09:54 UTC | #8

I wouldn't agree that we're duplicating your features, we have the subscription to the service and ingesting our data to the data lake to build the dashboards. thank you though

system | 2022-05-28 17:10:24 UTC | #9

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