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Add Productive time to API
Posted Nov 05, 2024
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
Our data team has requested that productive time is added to the API. Productive time is part of the calculation for occupancy. Since the API shows us time spent on each individual activity, some of the time is double counted if here are combined workstreams. We can't just pull occupancy rate because we need to aggregate monthly and the data shows daily occupancy rates.
What problem do you see this solving? (1-2 sentences)
While we can see productive time within the system the metric is missing in the API, our data team is unable to export productive time into our other systems due to this.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This is an issue that is impacting our daily operations since our data team has to manually backfill productive time into all dashboards and reports.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Having matching metrics in the API to prevent any data gaps.
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2 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Samanta Velho
Hi Sandra!
Thank you for your feedback! From what I understand, you would like to see Productive Time included in the endpoint you are currently using on the WFM Public API.
To achieve this, please ensure that the endpoint you are calling corresponds to a report that exists in your UI and that Productive Time is included as a metric in the report's setup. This will ensure that the API reflects the data you need, including Productive Time, without any gaps.
For example, if you have a report named Agent Productivity that includes productivity points such as solved cases, attended cases, time spent on paid and unpaid tasks, and time spent on productive and unproductive tasks, this report will likely include the Productive Time metric. Each report has a unique ID that you can find in the URL of the page UI. By adding that ID to your API request, you should receive a response containing the exact same metrics as those displayed in the UI.
If you need assistance verifying the report configuration or the endpoint setup, please feel free to reach out, and we will be happy to help!
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