Agent Adherence by Attribute Summary

Cookie: JSESSIONID={jsessionId}

Content-Type: application/json

startDate - String, format:  YYYY-MM-YY

Required: true.

Notes: cannot be after the endDate

endDate - String, format:  YYYY-MM-YY

Required: true.

Notes: cannot be before the startDate

outputFormat - String, supported formats: PIPE, JSON

Required: true.

Notes: is not case sensitive

dateFormat - String, possible values: mmddyy, ddmmyy, mmddyyyy, ddmmyyyy, yyyymmdd, yyyyddmm, yyddmm, yymmdd.

If dateformat is not provided and outputFormat is set to JSON then all date fields will be converted into ISO date format.

Required: Only for PIPE outputFormat.

Notes: is not case sensitive. Determines format of output dates.

timeFormat - String, possible values: 12, 24.

Determines format of output times.

Required: true.

Notes: is not case sensitive

muIds - array of Integers.

Should be one or more IDs user has permission to use.

Required: true.

Notes: is not case sensitive

attribute - String.

Represents activity code attribute.

Required: false.

Notes:

• If attribute is defined, the attribute value must be present in the Database.
• If attribute is not defined, "EXC_EXPORT" will be considered as the default value for the attribute and if this attribute value is not present in DB, validation error "Missing default attribute value: 'EXC_EXPORT'" will be returned in the response. Otherwise, the results will be based on the default attribute.

keepEmptyJsonFields - boolean field.

Required: false.

Notes: This field can be set only if outputFormatis set to JSON. By default it is false. If set to true then JSON output will contain empty values ({},[],"") for fields.

excludePipeHeader - boolean field.

Required: false.

Notes: This field can be set only if outputFormat is PIPE. By default it is false. If set to true then headers will be excluded from PIPE output.

fields - array of Objects.

Represents the list of the supported field names ,fields with attribute values and fields with specified value. All field names, attributes and values are  not case sensitive.

Required: false.

Possible values:

Simple fields when outputFormat is PIPE:

{"name":"date"}, {"name":"TZ"}, {"name":"custID"}, {"name":"muID"}, {"name":"tvID"},""{"name":"acdID"}, {"name":"logonID"}, {"name":"ssn"}, {"name":"agentName"},""{"name":"modify"}, {"name":"attribute"}, {"name":"totalAct"}, {"name":"totalInAdh"},""{"name":"totalOutAdh"}, {"name":"totalSched"}, {"name":"adhPct"}, {"name":"externalID"}

Simple fields when outputFormat  is set to JSON:

{"name":"date"}, {"name":"TZ"}, {"name":"custID"}, {"name":"muID"}, {"name":"tvID"},""{"name":"acdID"}, {"name":"logonID"}, {"name":"personalID"}, {"name":"agentName"},""{"name":"modify"}, {"name":"attribute"}, {"name":"totalAct"}, {"name":"totalInAdh"},""{"name":"totalOutAdh"}, {"name":"totalSched"}, {"name":"adhPct"}, {"name":"externalID"}

Notes:

• In the fields array parameter, the output fields ssn may be used for PIPE output. But it must be replaced with personalId, if JSON output is used.
• Only one field with the same name can be present in the fields array.

Field with multi value:

{"name":"agentData","value":"value1"}, {"name":"agentData","value":"value2"}

Note: agentData value should exists in DB.

sortOrder - array of Objects.

Represents the list of the supported field names and fields with specified value. All field names, attributes and values are not case sensitive.

Required: false.

Possible values: the same values as for fields.

Response has a unique JobId:

jobId is a 32 length string

Example

Code: 401 Unauthorized

Error message:

https://localhost/SMARTSync/services/rs/exporters/v1/agent-adherence-attribute-summary

request body(request for all fields):

request body(request for specific fields):

https://localhost/SMARTSync/services/rs/exporters/v1/agent-adherence-attribute-summary

request body(request for all fields):

date

This date is based on the MU’s time zone.

The format of the date is specified in the dateFormat parameter.

If no dateFormat is provided, then the format defaults to mmddyyyy if the outputFormat is PIPE. If the outputFormat is JSON, then dates default to ISO 8601 format. If the outputFormat is XML, the format is always a fixed XML structure.

TZ

The MU’s time zone.

custID

The customer ID.

muID

The ID of the MU.

tvID

The agent’s WFM ID.

acdID

The ID of the agent’s highest-priority ACD for the associated schedule date. The highest-priority ACD is the one with the lowest priority number.

logonID

The agent’s highest-priority ACD logon ID for the associated schedule date. The highest-priority ACD is the one with the lowest priority number.

It is possible for this field to be blank.

ssn

The agent’s personal ID number.

For JSON output, personalId is used instead

This field is blank if no personal ID number is assigned to the agent.

agentData

This multi-value field exports the value(s) assigned to the agent for each agent data group specified in the "value" attribute of the agentData field.

You can include as many agentData elements as you want; one agent data group is printed in the output file for each agentData value defined.

You can specify the same agent data group more than once.

If you do not include an agentData element, this field is omitted.

This field may be blank if the agent is not assigned a value for the specified agent data group for the date being processed.

agentName

The agent’s name, formatted as <last>, <first><suffix>.

modify

Formatted as a UNIX timestamp, this represents the time, using the server’s time zone, the adherence values were last calculated and the record was exported.

Note: Adherence values are not stored in the database. Using a last modified field from a database record is not feasible because:

• the schedule record may have changed since the last export

• the activity record may have changed since the last export

• both the schedule and activity records may have changed since the last export

• the activity code adherence attribute values may have changed since the last export

• Adherence exclusions may have been added since the last export

Therefore, the current date/time of the export is used as the modify field

attribute

The adherence attribute value assigned to the activity codes from either the activity or the schedule exported for the period.

totalAct

The total number of seconds the agent was signed on during the period for the attribute. If the agent was signed on to more than one ACD simultaneously, this is the total from the highest priority activity code in each minute.

totalInAdh

The total number of seconds the agent was in adherence for the attribute for the day.

totalOutAdh

The total number of seconds the agent was out of adherence for the attribute for the day.

totalSched

The total number of seconds the agent was scheduled for the attribute for the day.

adhPct

The agent’s adherence percentage for the attribute for the day. This value is calculated by dividing the totalInAdh value by the totalSched value.

0.00 – 100.00

externalID

The ID the agent uses to log in to the Agent WebStation if the WebStation is configured to use external IDs.

If the agent's externalID field is blank, this field is blank.