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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 for customers around new “system derived fields”. These new derived fields in Insights offer queries that match 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 current customers, we retained the existing Historical WFM API endpoints and returned metrics, however we modified the query behind the Abandoned and Entered Count.
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