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Don Stewart (Deactivated)

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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

Example

Request

{"appKeyLookup":"A81D2E5B8C2B6CF991AEE7C7BC657BB24D06B51424080F290D8E455F1C4970CBDC2923E58ED8D02D","startTime":"5/8/2020 6:30:00 PM","endTime":"5/8/2020 8:45:00 PM","queueIDs":"[6255 ,6309]

Response

{"interval":"2020-05-08 18:30:00","queueID":6255,"sumHandleTime":1104,"enteredCount":2,"abandonedCount":0},{"interval":"2020-05-08 18:30:00","queueID":62309,"sumHandleTime":198,"enteredCount":1,"abandonedCount":0}

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)

The new formula for enteredCount (knows known as “Q Offered” in insights Insights > Derived Fields)

Expand
titleenteredCount (Q Offered)
Code Block
languagesql
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
)

...

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/)

Example

Request

{"appKeyLookup":"<organizationAppKey>","lastRunTime":"5/8/2020 8:47:58 PM"}

Response

{"uKey":"0315939E8A6EB667735FF60FCA","fullName":"Tom Jones","statusCode":"offline","lastStatusChange":"2020-01-21 05:25:31"}

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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