MFOSTER | 2022-11-28 08:45:16 UTC | #1
Hi, I can retrieve the short term forecasts and forecast headcount from the wfm api which is working well, but can you confirm the correct apis I need to retrieve the actual headcount and scheduled headcount from?
thanks!
Eos_Rios | 2022-11-28 13:47:37 UTC | #2
Maybe an employee will hop in to tell me I'm wrong and there's an easy button, but as far as I know there no API that will just give you that, you have to work for it.
The Intraday Monitoring screen for example uses a combination of /api/v2/workforcemanagement/businessunits/{id}/intraday which has no historical equivalent, and
/api/v2/analytics/users/aggregates/query /api/v2/analytics/conversations/aggregates/query
Both of which it filters based on querying the planning groups so it can manually recreate them in those queries. If you don't care about planning groups and just want to use queues or agents or both your life becomes much easier, but still takes some effort.
The only way I've seen to get headcount by schedule vs actual is by querying the schedule history (/api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekId}/schedules then /api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekId}/schedules/{scheduleId} ) and comparing it to the user aggregates for the same periods.
brian.trezise | 2022-11-28 15:14:34 UTC | #3
If looking up information for a single day, there's also the intraday monitoring route that should be used in place of loading the entire schedule.
POST /api/v2/workforcemanagement/businessunits/{businessUnitId}/intraday
MFOSTER | 2022-11-29 06:42:25 UTC | #4
Thanks guys, thought as much after searching through the API. Seems nothing is ever straight forward with wfm metrics! I'll give those apis a try.
system | 2022-12-30 06:43:15 UTC | #5
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