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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 for specific use cases, and a new offering for customers around new “system derived fields”. 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.

*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 value return for “entered” is the same as “Q Offered” in the system derived field.

Connections

Historical endpoints (check with your CSM if unsure of which environment your org is in)

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

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

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

Real Time 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/realTime/

Returned Data Details

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 listed below 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)

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Expand
titleabandondedCount
Code Block
languagesql
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
)

wfm-community-realTime

Used to capture realtime agent status data

Inputs

Outputs

Mechanism

lastRunTime

uKey, fullName, statusCode, lastStatusChange

frequent, on-demand request from Community via remote API call to wfm-community-realTime API (/V2/wfm/community/realTime/)

Additional Notes

  • 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“

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