Workforce Management system integrate with Genesys Cloud

[duyviec]

Hi,
I am working on a Workforce Insights Capacity Planning & Financial Analysis system. My team have a plan to integrate with Genesys Cloud and we have a few questions related to consuming APIs to push/pull the necessary data into our system as:

1. Is there exisiting APIs we can use to pull out the following data:
   1.1 Front-office Volume Forecast
   1.2 Back-Office Volume Forecast
   1.3 Work Arrival Pattern
   1.4 Front-office Historical AHT Forecast
   1.5 Tenured Agent AHT
   1.6 New Hire Learning Curve
   1.7 Historical Shrinkage Factors
   1.8 Historical Shrinkage
   1.9 Attrition Rate
2. Is there any existing APIs that we can use to transfer the data of "Interval, Daily Weekly, Monthly FTE" back to Genesys Cloud?
3. Is there SAML identity providers that we can used to integrate as SSO with our AWS Cognito?

Thank you in advance for all of your helps.

[Danny.Chapdelaine]

Hello Duyviec,

Thank you for the asking tis question!

1.1 Front-office Volume Forecast - Yes, you can use the following API's:
GET
/api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekDateId}/shorttermforecasts
Get short term forecasts. Use "recent" (without quotes) for the weekDateId path parameter to fetch all forecasts for +/- 26 weeks from the current date. Response will include any forecast which spans the specified week
POST
/api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekDateId}/shorttermforecasts/generate
Generate a short term forecast
POST
/api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekDateId}/shorttermforecasts/import
Starts importing the uploaded short term forecast. Call after uploading the forecast data to the url supplied by the /import/uploadurl route
POST
/api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekDateId}/shorttermforecasts/import/uploadurl
Creates a signed upload URL for importing a short term forecast. Once the upload is complete, call the /import route to start the short term forecast import process
DELETE
/api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekDateId}/shorttermforecasts/{forecastId}
Delete a short term forecast. Must not be tied to any schedules
GET
/api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekDateId}/shorttermforecasts/{forecastId}
Get a short term forecast
POST
/api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekDateId}/shorttermforecasts/{forecastId}/copy
Copy a short term forecast
GET
/api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekDateId}/shorttermforecasts/{forecastId}/data
Get the result of a short term forecast calculation. Includes modifications unless you pass the doNotApplyModifications query parameter
GET
/api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekDateId}/shorttermforecasts/{forecastId}/generationresults
Gets the forecast generation results
GET
/api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekDateId}/shorttermforecasts/{forecastId}/longtermforecastdata
Get the result of a long term forecast calculation. Includes modifications unless you pass the doNotApplyModifications query parameter
GET
/api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekDateId}/shorttermforecasts/{forecastId}/planninggroups
Gets the forecast planning group snapshot
GET
/api/v2/workforcemanagement/businessunits/{businessUnitId}/weeks/{weekId}/schedules/{scheduleId}/headcountforecast
Get the headcount forecast by planning group for the schedule

1.2 Back-Office Volume Forecast - We do not have a "Back-Office" Volume Forecast yet, we are working on adding some of that functionality but there are no timelines.
1.3 Work Arrival Pattern - We do not have an API for this, we have it baked into the forecast and there is no way to split it off.
1.4 Front-office Historical AHT Forecast - The forecast API's above also provide AHT forecasts.
1.5 Tenured Agent AHT - We do not have this feature at this time.
1.6 New Hire Learning Curve - We do not have this feature at this time.
1.7 Historical Shrinkage Factors - This may have what you need, /api/v2/workforcemanagement/managementunits/{managementUnitId}/shrinkage/jobs
Request a historical shrinkage report. The maximum supported range for historical shrinkage queries is up to 32 days. Historical Shrinkage for a given date range can be queried in two modes - granular and aggregated. To see granular shrinkage information, provide granularity in the request body.
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1.8 Historical Shrinkage - /api/v2/workforcemanagement/teams/{teamId}/shrinkage/jobs
Request a historical shrinkage report. The maximum supported range for historical shrinkage queries is up to 32 days
1.9 Attrition Rate - We do not have this feature at this time.
2. No, this will be part of our future Capacity Planning feature.
3. This link should have the information Genesys Cloud single sign-on and identity provider solution - Genesys Cloud Resource Center.

Hope this helps!

[duyviec]

Hi Danny,
Thank you for answering me.
I have some other questions:

• Can I ask if Genesys Cloud can return its own IdP ?
• Our AWS Cognito needs a SAML metadata document, can Genesys provide this?
• Can our user log in with Genesys account in our application? Is there any document to setup this?

Thank you.

[duyviec]

Hi @tim.smith, could you help us with this issue?
We would be very grateful for your time and expertise.
Thank you.

[eem-yh]

Hi there,

I'd love to see an update too, I'm working on an app that uses AWS Cognito for identity management. We're interested in the SAML metadata also.

We'd also like to allow end users to login to our app via Genesys Cloud.

Thanks in advance for any info.

[Becky_Powell]

This is an idea we've been entertaining for some time now. If you would, please vote for this idea in the Ideas Portal and follow for updates and commentary. Thanks!