Benjamin_Vercammen | 2021-04-08 08:53:02 UTC | #1
Hi,
We're trying to extract forecasted call data, method is the following:
- Get business units from /api/v2/workforcemanagement/managementunits
- Get the list of week schedules for the specified week /api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekId}/schedules
- Week ID = yyyy-MM-dd
Get Forecast data, using business unit IDs and schedule IDs as parameters: https://developer.mypurecloud.com/api/rest/v2/workforcemanagement/#get-api-v2-workforcemanagement-businessunits-businessUnitIdweeks-weekId–schedules–scheduleId–headcountforecast
- this contains forecasted required agents per planning group id
- /api/v2/workforcemanagement/businessunits/{businessUnitId}/planninggroups
- get the planning groups names to translate the IDs to names.
I’m able to get the forecast data per schedule per planning group. In the attached example I’ve retrieved data for the "Spanish Calls" planning group. It seems I have the right data but it’s double the figure shown in the front-end of the schedule. Eg at 12/04 7 am I can see 1.6 in the forecast in excel on the right (out of the API) and 0.8 on the genesys interface. Do you have some experience with this and could you explain it? At what granularity is the forecast generated, is it at hourly level or more granular? Or does it depend on the configuration? I suppose the API returns by default intervals of 15 mins but doesn’t mean the forecast is made at that level..
Best regards, Benjamin
brian.trezise | 2021-04-09 15:05:01 UTC | #2
Hi Benjamin - The short answer is that the headcount forecast is always calculated and supplied by the API in 15 minute intervals. Depending on your zoom level on the schedule editor, the UI will either display the 15 minute intervals or aggregate those 15 minute intervals into 30 minute intervals using a simple average - (interval1 + interval2) / 2.
To adjust your zoom level, use the magnifying glass icons at the top of the schedule (circled in red on the image you provided).
Please let us know if you have any other concerns.
Benjamin_Vercammen | 2021-04-13 09:01:49 UTC | #3
Hi Brian,
Thanks for the reply. I'm having a bit of troubling interpreting the data. Altough the API supplies data at 15 min interval level it always contains a number 'on the hour' and zeros for the 3 other records for that hourly slot.
Eg with the figures from earlier screenshot should I read this as: on 12/04 between 7 and 8 AM there is a forecasted requirement of 1.6 agents ?
However then I don't really see how/why the N° of forecasted required agents would change when changing the zoom level.. Could you help me get a better understanding? Any resources I can read up on that would go into this level of detail?
Again, thanks already for the reply.
Best regards, Benjamin
brian.trezise | 2021-04-13 13:33:05 UTC | #4
The headcount forecast is built from the volume forecast. What creation method did you use for the volume forecast that was used to generate this schedule?
As to why the number changes based on the zoom: When you're zoomed in to see 15 minute intervals, it will show you the four values. When you zoom out and the view switches to 30 minute granularity, it will average the two values.
So for the 7:00 hour in your screenshot, you have 4 intervals: [ 1.6, 0, 0, 0 ] When you zoom out and see 30 minute intervals, it will average the two values corresponding to the new larger interval:` [ (1.6 + 0)/2, (0 + 0)/2 ]` and that's how you get [ 0.8, 0 ]
system | 2021-05-14 13:33:10 UTC | #5
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