Content Comparison

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*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

• 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

Returned Data

wfm-community-historical

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(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

SUM(
  CASE WHEN (
    queueID != "" 
    AND (
      answerTime != endTime 
      OR (
        answerTime IS NULL 
        AND endTime IS NOT NULL
      ) 
      OR (
        answerTime = endTime 
        AND waitTime > 0
      )
    ) 
    AND (
      commType != "phoneCall" 
      AND (
        transferType != "callback" 
        OR transferType IS NULL
      )
    )
  ) 
  OR (
    queueID != "" 
    AND transferType = "exitNoAgen"
  ) THEN 1 ELSE 0 END
)

The new formula for abandonedCount

Additional Notes

• UTC….

• historical api limits query timeframe to a max of 6 hours

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