Good day,
Dear Genesys Team, We are using the python sdk to extract data from the WFM historical adherence report.
We use the following api:
post_workforcemanagement_managementunit_historicaladherencequery
Using the following code fragment:
WFMobject = authenticate(entereduser)
body = PureCloudPlatformClientV2.WfmHistoricalAdherenceQuery()
body.start_date = startDate
body.end_date = EndDate
body.time_zone = 'America/Tegucigalpa'
body.include_exceptions = 'true'
JobIdsDataFull = []
JobIdsDataFull.append(WFMobject.post_workforcemanagement_managementunit_historicaladherencequery(ids,body=body))
By consuming the URL obtained by the api, this generates a JSON whose structure is the following:
{
"userId": "65e20584-febc-4217-a92d-64eebe27b0bd",
"managementUnitId": "4352e27e-adf2-49fc-afdd-c93b1565387d",
"startDate": "2024-04-01T06:00:00.000Z",
"endDate": "2024-04-08T06:00:00.000Z",
"adherencePercentage": 98.69,
"conformancePercentage": 98.64,
"impact": "Negative",
"exceptionInfo": [
{
"startOffsetSeconds": 32400,
"endOffsetSeconds": 32498,
"scheduledActivityCodeId": "0",
"scheduledActivityCategory": "OnQueueWork",
"scheduledSecondaryPresenceLookupIds": [],
"actualActivityCodeId": "7",
"actualActivityCategory": "Unavailable",
"systemPresence": "Offline",
"impact": "Negative"
},
{
"startOffsetSeconds": 140992,
"endOffsetSeconds": 141325,
"scheduledActivityCodeId": "0",
"scheduledActivityCategory": "OnQueueWork",
"scheduledSecondaryPresenceLookupIds": [],
"actualActivityCodeId": "7",
"actualActivityCategory": "Unavailable",
"systemPresence": "Away",
"impact": "Negative",
"secondaryPresenceLookupId": "0"
},
{
"startOffsetSeconds": 231876,
"endOffsetSeconds": 232191,
"scheduledActivityCodeId": "0",
"scheduledActivityCategory": "OnQueueWork",
"scheduledSecondaryPresenceLookupIds": [],
"actualActivityCodeId": "7",
"actualActivityCategory": "Unavailable",
"systemPresence": "Away",
"impact": "Negative",
"secondaryPresenceLookupId": "0"
},
{
"startOffsetSeconds": 381600,
"endOffsetSeconds": 381738,
"scheduledActivityCategory": "Unscheduled",
"scheduledSecondaryPresenceLookupIds": [],
"actualActivityCodeId": "0",
"actualActivityCategory": "OnQueueWork",
"systemPresence": "OnQueue",
"routingStatus": "INTERACTING",
"impact": "Positive"
},
{
"startOffsetSeconds": 464400,
"endOffsetSeconds": 464753,
"scheduledActivityCodeId": "0",
"scheduledActivityCategory": "OnQueueWork",
"scheduledSecondaryPresenceLookupIds": [],
"actualActivityCodeId": "7",
"actualActivityCategory": "Unavailable",
"systemPresence": "Offline",
"impact": "Negative"
},
{
"startOffsetSeconds": 465762,
"endOffsetSeconds": 466396,
"scheduledActivityCodeId": "0",
"scheduledActivityCategory": "OnQueueWork",
"scheduledSecondaryPresenceLookupIds": [],
"actualActivityCodeId": "7",
"actualActivityCategory": "Unavailable",
"systemPresence": "Away",
"impact": "Negative",
"secondaryPresenceLookupId": "0"
},
{
"startOffsetSeconds": 553660,
"endOffsetSeconds": 553854,
"scheduledActivityCodeId": "0",
"scheduledActivityCategory": "OnQueueWork",
"scheduledSecondaryPresenceLookupIds": [],
"actualActivityCodeId": "7",
"actualActivityCategory": "Unavailable",
"systemPresence": "Away",
"impact": "Negative",
"secondaryPresenceLookupId": "0"
},
{
"startOffsetSeconds": 568651,
"endOffsetSeconds": 568908,
"scheduledActivityCodeId": "0",
"scheduledActivityCategory": "OnQueueWork",
"scheduledSecondaryPresenceLookupIds": [],
"actualActivityCodeId": "7",
"actualActivityCategory": "Unavailable",
"systemPresence": "Away",
"impact": "Negative",
"secondaryPresenceLookupId": "0"
}
],
"dayMetrics": [
{
"dayStartOffsetSecs": 0,
"adherenceScheduleSecs": 28800,
"conformanceScheduleSecs": 26400,
"conformanceActualSecs": 26315,
"exceptionCount": 1,
"exceptionDurationSecs": 68,
"impactSeconds": -68,
"scheduleLengthSecs": 28800,
"actualLengthSecs": 86400,
"adherencePercentage": 99.76,
"conformancePercentage": 99.68
},
{
"dayStartOffsetSecs": 86400,
"adherenceScheduleSecs": 28800,
"conformanceScheduleSecs": 26400,
"conformanceActualSecs": 26097,
"exceptionCount": 1,
"exceptionDurationSecs": 303,
"impactSeconds": -303,
"scheduleLengthSecs": 28800,
"actualLengthSecs": 86400,
"adherencePercentage": 98.95,
"conformancePercentage": 98.85
},
{
"dayStartOffsetSecs": 172800,
"adherenceScheduleSecs": 28800,
"conformanceScheduleSecs": 26400,
"conformanceActualSecs": 26089,
"exceptionCount": 1,
"exceptionDurationSecs": 285,
"impactSeconds": -285,
"scheduleLengthSecs": 28800,
"actualLengthSecs": 86400,
"adherencePercentage": 99.01,
"conformancePercentage": 98.82
},
{
"dayStartOffsetSecs": 259200,
"adherenceScheduleSecs": 0,
"conformanceScheduleSecs": 0,
"conformanceActualSecs": 0,
"exceptionCount": 0,
"exceptionDurationSecs": 0,
"impactSeconds": 0,
"scheduleLengthSecs": 0,
"actualLengthSecs": 86400
},
{
"dayStartOffsetSecs": 345600,
"adherenceScheduleSecs": 14538,
"conformanceScheduleSecs": 14400,
"conformanceActualSecs": 14529,
"exceptionCount": 1,
"exceptionDurationSecs": 108,
"impactSeconds": 108,
"scheduleLengthSecs": 14400,
"actualLengthSecs": 86400,
"adherencePercentage": 99.26,
"conformancePercentage": 100.9
},
{
"dayStartOffsetSecs": 432000,
"adherenceScheduleSecs": 28800,
"conformanceScheduleSecs": 26400,
"conformanceActualSecs": 25422,
"exceptionCount": 2,
"exceptionDurationSecs": 927,
"impactSeconds": -927,
"scheduleLengthSecs": 28800,
"actualLengthSecs": 86400,
"adherencePercentage": 96.78,
"conformancePercentage": 96.3
},
{
"dayStartOffsetSecs": 518400,
"adherenceScheduleSecs": 28800,
"conformanceScheduleSecs": 26400,
"conformanceActualSecs": 25954,
"exceptionCount": 2,
"exceptionDurationSecs": 391,
"impactSeconds": -391,
"scheduleLengthSecs": 28800,
"actualLengthSecs": 86400,
"adherencePercentage": 98.64,
"conformancePercentage": 98.31
}
],
"actualsEndDate": "2024-04-08T06:00:00.000Z",
"actuals": [
{
"actualActivityCategory": "Unavailable",
"startOffsetSeconds": 0,
"endOffsetSeconds": 32498
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 32498,
"endOffsetSeconds": 43211
},
{
"actualActivityCategory": "Meal",
"startOffsetSeconds": 43211,
"endOffsetSeconds": 45603
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 45603,
"endOffsetSeconds": 61205
},
{
"actualActivityCategory": "OffQueueWork",
"startOffsetSeconds": 61205,
"endOffsetSeconds": 61279
},
{
"actualActivityCategory": "Unavailable",
"startOffsetSeconds": 61279,
"endOffsetSeconds": 118742
},
{
"actualActivityCategory": "OffQueueWork",
"startOffsetSeconds": 118742,
"endOffsetSeconds": 118806
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 118806,
"endOffsetSeconds": 129617
},
{
"actualActivityCategory": "Meal",
"startOffsetSeconds": 129617,
"endOffsetSeconds": 132001
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 132001,
"endOffsetSeconds": 140992
},
{
"actualActivityCategory": "Unavailable",
"actualSecondaryPresenceLookupId": "0",
"startOffsetSeconds": 140992,
"endOffsetSeconds": 141325
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 141325,
"endOffsetSeconds": 147620
},
{
"actualActivityCategory": "OffQueueWork",
"startOffsetSeconds": 147620,
"endOffsetSeconds": 147763
},
{
"actualActivityCategory": "Unavailable",
"startOffsetSeconds": 147763,
"endOffsetSeconds": 205115
},
{
"actualActivityCategory": "OffQueueWork",
"startOffsetSeconds": 205115,
"endOffsetSeconds": 205204
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 205204,
"endOffsetSeconds": 216008
},
{
"actualActivityCategory": "Meal",
"startOffsetSeconds": 216008,
"endOffsetSeconds": 218403
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 218403,
"endOffsetSeconds": 231000
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 231000,
"endOffsetSeconds": 231876
},
{
"actualActivityCategory": "Unavailable",
"actualSecondaryPresenceLookupId": "0",
"startOffsetSeconds": 231876,
"endOffsetSeconds": 232191
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 232191,
"endOffsetSeconds": 234003
},
{
"actualActivityCategory": "OffQueueWork",
"startOffsetSeconds": 234003,
"endOffsetSeconds": 234039
},
{
"actualActivityCategory": "Unavailable",
"startOffsetSeconds": 234039,
"endOffsetSeconds": 367146
},
{
"actualActivityCategory": "OffQueueWork",
"startOffsetSeconds": 367146,
"endOffsetSeconds": 367209
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 367209,
"endOffsetSeconds": 381738
},
{
"actualActivityCategory": "OffQueueWork",
"startOffsetSeconds": 381738,
"endOffsetSeconds": 381971
},
{
"actualActivityCategory": "Unavailable",
"startOffsetSeconds": 381971,
"endOffsetSeconds": 464753
},
{
"actualActivityCategory": "OffQueueWork",
"startOffsetSeconds": 464753,
"endOffsetSeconds": 464755
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 464755,
"endOffsetSeconds": 465762
},
{
"actualActivityCategory": "Unavailable",
"actualSecondaryPresenceLookupId": "0",
"startOffsetSeconds": 465762,
"endOffsetSeconds": 466396
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 466396,
"endOffsetSeconds": 475206
},
{
"actualActivityCategory": "Meal",
"startOffsetSeconds": 475206,
"endOffsetSeconds": 477601
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 477601,
"endOffsetSeconds": 490200
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 490200,
"endOffsetSeconds": 493206
},
{
"actualActivityCategory": "OffQueueWork",
"startOffsetSeconds": 493206,
"endOffsetSeconds": 493244
},
{
"actualActivityCategory": "Unavailable",
"startOffsetSeconds": 493244,
"endOffsetSeconds": 550723
},
{
"actualActivityCategory": "OffQueueWork",
"startOffsetSeconds": 550723,
"endOffsetSeconds": 550804
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 550804,
"endOffsetSeconds": 553660
},
{
"actualActivityCategory": "Unavailable",
"actualSecondaryPresenceLookupId": "0",
"startOffsetSeconds": 553660,
"endOffsetSeconds": 553854
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 553854,
"endOffsetSeconds": 561607
},
{
"actualActivityCategory": "Meal",
"startOffsetSeconds": 561607,
"endOffsetSeconds": 564001
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 564001,
"endOffsetSeconds": 568651
},
{
"actualActivityCategory": "Unavailable",
"actualSecondaryPresenceLookupId": "0",
"startOffsetSeconds": 568651,
"endOffsetSeconds": 568908
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 568908,
"endOffsetSeconds": 576600
},
{
"actualActivityCategory": "OnQueueWork",
"startOffsetSeconds": 576600,
"endOffsetSeconds": 579603
},
{
"actualActivityCategory": "OffQueueWork",
"startOffsetSeconds": 579603,
"endOffsetSeconds": 579640
},
{
"actualActivityCategory": "Unavailable",
"startOffsetSeconds": 579640,
"endOffsetSeconds": 604800
}
]
},
This json is an example of a single user, based on the json data we need to know what formulas and with what data the following values of the historical adherence report are obtained:
*Scheduled
- Current Time
*Schedule on Queue - Work Time on Queue
- Schedule (Adherence)
We are looking forward to your comments.
Cordially,
Brayam Moya Rusinque