Can Actual Schedule be calculated from Adherence Data?

[Carmel_Ann_Young]

Hi,
My customer has asked if there is a way via API(s) to be able to calculate the actual schedule from Adherence data? They want to have insight into the original planning and are trying to reconstruct this from the HistoricalAdherence report. Schedule exporting is not a favoured method for them and they want to use APIs if possible.
Thanks in advance.
Carmel Ann

[brian.trezise]

Good morning.
I don't know if it's possible to reconstruct the "actual" schedule from a historical adherence report, but even if possible it sounds like a very complex and bug prone process as the historical adherence APIs were never intended for such a purpose.

We do have APIs purpose-built for pulling up the actual schedule either for a list of agents or for an entire business unit, which I would recommend using instead.

Here's a link to the API doc for the agent one:
POST /api/v2/workforcemanagement/businessunits/{businessUnitId}/agentschedules/search (corresponding notification topic: v2.workforcemanagement.users.%s.schedules.search)

And this is the one for pulling the agent schedules for a business unit:
POST /api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekId}/schedules/{scheduleId}/agentschedules/query (corresponding notification topic: v2.workforcemanagement.businessunits.{businessUnitId}.schedules)

Either way will require subscribing to notifications to receive the data before you call the above APIs to avoid potentially missing the notification before you subscribe to the topic.

There's an overview of how to subscribe to notifications here: https://developer.genesys.cloud/notificationsalerts/notifications/
I noted the topic you will need to subscribe to for each of the above routes.