Content Comparison

...

• Production Main - https://api.fathomvoice.com/V2/wfm/community/realTimehistorical/

• Production Condo IZ1 - https://api-current.iz1.sharpen.cx/V2/wfm/community/realTimehistorical/

• Stage (only for pre-production testing with Sharpen) - http://api-stage.sharpencx.com/V2/wfm/community/historical

...

SUM(
  CASE WHEN (
    transfer = 0 
    AND (
      agentTalkTime + agentHoldTime + wrapUp
    ) = 0 
    AND waitTime > 0
  ) 
  OR (
    username != "" 
    AND answerTime = endTime 
    AND waitTime > 0
  ) THEN 1 ELSE 0 END
)

Additional Notes

• UTC….All database rows are stored in UTC. The API endpoints do not do any timezone conversions. All inputs and outputs are in UTC. (When comparing to Insights, be aware the Insights UI converts from local to UTC)

• historical api limits query timeframe to a max of 6 hours. An error will appear “The difference between startTime and endTime must be less than or equal to 6 hours“