WFM Interval API Updates

October 26, 2018

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What is it?

The WFM Interval API has been updated to add statistics to the responses for the following endpoints:

  • Intervals Queue:
    • totalServiceLevelContacts – The count of interactions that were accepted by an agent or abandoned by the customer. For an abandoned interaction to be counted in this statistic, the abandon-time must be greater than the SLA of 20 seconds.
    • inServiceLevelContacts – The count of interactions that got answered within the SLA of 20 seconds for this interval
  • Agent Queue:
    • loggedInTime – The total time in this interval spent by the agent in the logged-in state for all queues. This statistic includes both Ready and Not Ready states.
    • agentWrapUpTime – The total wrap-up time used by this agent on this queue.
    • totalAgentHandleTime – The total time in this interval spent by the agent for the queue handling contacts. This statistic includes talk time, hold time, and wrap up time.
    • readyTime – The total time in this interval spent by the agent in the Ready state for all queues.
    • notReadyTime – The total time in this interval spent by the agent in the Not Ready state for all queues.

Key Benefit(s)
We’ve added additional metrics commonly used by WFM platforms to enable our customers and partners to leverage their existing WFM solution and pull aggregated historical agent and queue level metrics directly from CxEngage. Data is crunched and returned in defined 15-minute intervals, a common interval used by 3rd party WFO vendors, used to forecast future call volumes based on system specific staffing and schedule definitions.

Good to Know
API requests require Basic Authorization.

In Action
Product Manager Stephen Crane discusses new available metrics to WFM Interval APIs and then demos Serenova’s newest product, CxEngage Quality Management – our first 100% native cloud-based WFO solution built on top of the CxEngage contact center platform. This unified experience allows data from agent and customer interactions to be synchronized and shared for evaluation and coaching.

 

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