Reporting API End Points (RTA / WFM Historical)

October 28, 2018

What is it?
Realtime Adherence (RTA) Data: Retrieves agent state information that third party WFO systems can use to monitor real time schedule adherence. While the Historical WFM Data Intervals retrieves agent queue statistics in 15-minute intervals that third party WFO systems can use for workforce planning and call volume forecasting.

Key Benefit(s)
Provides real-time data for analysis of agent schedule adherence to enable insights into individual agent and overall staff availability. The development of these API end points improves accuracy of forecasts and plans by delivering actual statistics for assessment of forecast and plan variances.

Good to Know
WFM_RTA and WFM Historical permissions are needed to access these APIs. The APIs support Basic Auth and Auth Token.

Key Links