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 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 (* cKeys are accessed within the customers development portal)

Inputs	Outputs	Mechanism

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	{"cKey1": "","cKey2": "","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}

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 (known as “Q Offered” in Insights > Derived Fields)

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

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

Inputs	Outputs	Mechanism
lastRanTime	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	{"cKey1": "","cKey2": "","lastRanTime":"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“

SharpenCare Knowledge Base

WFM API Endpoint Technical Details

Analytics

Summary

Connections

Returned Data Details

wfm-community-historical

Example

wfm-community-realTime

Example

Additional Notes

Related content