Are there Observed and Forecasted AHT and interaction volume APIs?

[m_gold]

Is anyone aware how to obtain the following via API?

• Forecast Interaction volume (number of calls) for a specific day
• Forecasted AHT for a specific day
• Observed AHT for a specific day

Much thanks in advance if anyone knows!

[Langsford_Jay]

For forecast values go to the following page and do a page search for 'Get a short term forecast' no quotes: https://developer.genesys.cloud/useragentman/workforcemanagement/

For actuals you will need to utilize Analytics' query for aggregated queue stats: https://developer.genesys.cloud/analyticsdatamanagement/analytics/aggregate/analytics-conversation-aggregate-query-guide

[m_gold]

Thank you Jay! That was very helpful.

For the forecasted call volume - I don't see from the response schema in "get a short term forecast" how the forecasted call volume gets returned. It does include a metric in metricResults that can have the value "AverageHandleTimeSeconds" which covers my second question, but am I missing how to directly get forecasted call volume, or should it be calculated somehow?

[Langsford_Jay]

Ah, I think I noted the wrong endpoint - that one just returns mostly metadata about the forecast. To fetch the data related to the forecast, look at the following: https://developer.genesys.cloud/useragentman/workforcemanagement/#get-api-v2-workforcemanagement-businessunits--businessUnitId--weeks--weekDateId--shorttermforecasts--forecastId--data