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Summary

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 customers around providing new “system derived fields” that better match the Insights queries with 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 names, however we modified the query behind the Abandoned and Entered Count.

*The new derived field for interactions entering a Q is called “Q Offered” to better match traditional WFM verbiage around “offered”. The API return for “entered” is the same as “Q Offered” in the system derived field.

Connections

Historical endpoints

  • 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

Returned Data

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

Formulas 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 formula for enteredCount (knows as “Q Offered” in insights Derived Fields

 enteredCount (Q Offered)
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
)

The new formula for abandonedCount

 abandondedCount
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

  • 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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