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In H1 of 2021, Sharpen made several changes related to WFM data, including: pausing transition to IDR, reducing platform vulnerabilities to large data pulls, a concerted effort in dev support to identify and fix several Qcdr data issues, and a new offering by services/care to customers around providing new “system derived fields” that better match the Insights queries with what customers most wanted to see. Working with our primary WFM vendor to roll this out smoothly, we updated the WFM historical API to match new system derived queries that were rolling out to customers * In order to not cause disruption to man current customers, we retained the existing Historical WFM API endpoints and returnsreturn metric names, however we modified the query behind the Abandoned and Entered Count.
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Production Main - https://api.fathomvoice.com/V2/wfm/community/realTime/
Production Condo IZ1 - https://api-current.iz1.sharpen.cx/V2/wfm/community/realTime/
Stage (only for pre-production testing with Sharpen) -
Real Time
Returned Data
wfm-community-historical
Used to capture historical interval data for Q interactions
Inputs | Outputs | Mechanism |
|---|---|---|
QueueID(s), start time, and end time | sumHandleTime, enteredCount, abandonedCount | scheduled (every 15 minutes for last 2:15 interval) or on-demand |
(formulas for Abandoned Count and Entered Count (also known as Q Offered) were taken from THIS PAGE on 4/12/21. Any subsequent modifications to the system derived fields (by Sharpen or the customer) will not be reflected in the API endpoint)
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