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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 for customers around providing new “system derived fields” that better match the Insights queries with . 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 return metric namesreturned metrics, however we modified the query behind the Abandoned and Entered Count.
*The new derived field for interactions entering a Q is called “Q Offered” in Derived Fields to better match traditional WFM verbiage around “offered”. The API return for “entered” is the same as “Q Offered” in the system derived field.
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