...
*The new derived field for interactions entering a Q is called “Q Offered” to better match traditional WFM verbiage around “offered”. The API return for “entered” is the same as “Q Offered” in the system derived field.
Connections
Historical endpoints
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) - http://api-stage.sharpencx.com/V2/wfm/community/historical
Real Time endpoints
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 |
| Info |
|---|
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) |
The formula for enteredCount (knows as “Q Offered” in insights Derived Fields
...