Agent Adherence Summary

API Specification

Description Creates a task for WorkManager to execute exportEngine for Agent-Adherence-Summary exporter.
Authentication
Required 		yes
URL https://<domain or IP>/SMARTSync/services/rs/exporters/v1/agent-adherence-summary
Method POST
Request Headers

Cookie: JSESSIONID={jsessionId}

Content-Type: application/json
Request Params (See below)

API Specification:  Request Params

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 

keepEmptyJsonFields - boolean field.

Required: false.

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

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.

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":"totalAct"},{"name":"totalInAdh"},{"name":"totalOutAdh"},{"name":"totalSched"},{"name":"adhPct"},{"name":"externalID"}

Simple fields when outputFormat is JSON: 

{"name":"date"},{"name":"TZ"},{"name":"custID"},{"name":"muID"},{"name":"tvID"},{"name":"acdID"},{"name":"logonID"},{"name":"personalID"},{"name":"agentName"},{"name":"modify"},{"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, fields with attribute values 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.

API Specification (cont)

Response
Data

Response has a unique JobId:

jobId is a 32 length string 

Example

{
"jobId": "9b2fe7bb8362429fb85a16c9373cf50c"
}
Response
Headers 		Content-Type: application/json
Success
Response 		Code: 200 OK
Content : [Response Data]
Error
Response

Code: 401 Unauthorized

Error message:

{
"message": "Unauthorized",
"status": 401
}
Code: 400 Bad Request
All fields are invalid:
{
"message": "One or more request validations failed",
"status": 400,
"details": [
"Invalid outputFormat value: 'wrongFormat'",
"Invalid dateFormat value: 'wrongDateFormat'",
"Invalid timeFormat value: 'wrongTimeFormat'",
"startDate must match the provided yyyy-MM-dd format",
"endDate must match the provided yyyy-MM-dd format",
"Insufficient permissions to view entities 'MU 8888'",
        "Invalid entity: 'MU 1234567'",
        "Invalid attribute value: 'wrongAttribute'",
"Invalid agentData value within fields element: wrongAgent"
    ]
}
Start date>end date
{
"message": "One or more request validations failed",
"status": 400,
"details": [
"endDate must be either equal to or after the startDate"
    ]
}
Code: 500 Internal server error
Sample Call for PIPE outputFormat

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

request body(request for all fields):


{
"outputFormat": "PIPE",
"startDate": "2022-12-19",
"endDate": "2022-12-20",
"dateFormat": "ddmmyyyy",
"timeFormat": "24",
    "excludePipeHeader": false,
    "attribute":"Adherence",
"muIds": [
500
    ]
}

request body(request for specific fields):

{
"outputFormat": "PIPE",
"startDate": "2022-12-19",
"endDate": "2022-12-20",
"dateFormat": "ddmmyyyy",
"timeFormat": "24",
    "excludePipeHeader": false,
    "attribute":"Adherence",
"muIds": [
500
    ],
   "fields":[{"name": "date"}, {"name": "logonID"}, {"name": "agentName"},{"name": "adhPct"}],
   "sortOrder":[{"name": "date"}, {"name": "logonID"}, {"name": "agentName"},{"name": "adhPct"}]
}
Sample Call for JSON outputFormat

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

request body(request for all fields):


{
"outputFormat": "JSON",
"startDate": "2022-12-19",
"endDate": "2022-12-20",
"dateFormat": "ddmmyyyy",
"timeFormat": "24",
    "keepEmptyJsonFields": false,
    "attribute":"Adherence",
"muIds": [
500
    ]
}

request body(request for specific fields):

{
"outputFormat": "JSON",
"startDate": "2022-12-19",
"endDate": "2022-12-20",
"dateFormat": "ddmmyyyy",
"timeFormat": "24",
    "keepEmptyJsonFields": false,
    "attribute":"Adherence",
"muIds": [
500
    ],
   "fields":[{"name": "date"}, {"name": "logonID"}, {"name": "agentName"},{"name": "adhPct"}],
   "sortOrder":[{"name": "date"}, {"name": "logonID"}, {"name": "agentName"},{"name": "adhPct"}]
}

Output Field Descriptions

  • This export runs for each MU specified in the muIds list.

  • If the export runs for multiple MUs, all the data is saved in the same output file.

  • For each date in the range specified, the Activity data is read for each agent that belongs to the MU being processed for the date being processed.

  • If the attribute parameter is defined, the value assigned to each activity code for the specified activity code attribute is used for the output file’s exception field. If the attribute parameter does not exist, the attribute named EXC_EXPORT is used.

  • Agent data group values assigned to the agent for the date being processed are exported. Agent data group values are stored by date range and are not dependent on the agent’s MU assignment.

  • Activity records for agents with multiple logon IDs are automatically merged for the calculation of adherence. If an agent has activity for more than one ACD logon for any time, the export uses the activity with the higher priority for the overlapping times. Priority of each activity code is defined on the Activity Code Definition view. The lowest number is the highest priority.

  • R7.4.3 and later: To use this export with 1-second precision, contact NICE WFM Support to set the customer property for this option. If 1-second precision is enabled, this export shows time data accurate to the second.

You can generate the export for the current date. The data will stop at the last completed interval. Future intervals do not impact the adherence calculation output.

The Agent Adherence Summary output can include these fields:

Field

Description

Values

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 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

 

totalAct

The total number of seconds the agent was signed on during the period. 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 period.

 

totalOutAdh

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

 

totalSched

The total number of seconds the agent was scheduled for the period.

 

adhPct

The agent’s adherence percentage during 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.

 

Supported output formats:

  • PIPE
  • JSON

JSON with empty result

var(--codeSnippetCopyLabel) 

                        

JSON with results and non-empty fields

var(--codeSnippetCopyLabel) 
[
    {
        "date": "010124",
        "TZ": "Asia/Calcutta",
        "custID": "1",
        "muID": "100",
        "tvID": "101",
        "acdID": "1",
        "logonID": "101",
        "agentName": "last101,",
        "modify": "2023-12-31T18:30:00Z",
        "totalAct": "900",
        "totalInAdh": "0",
        "totalOutAdh": "1800",
        "totalSched": "1800",
        "adhPct": "0.00"
    },
    {
        "date": "010124",
        "TZ": "Asia/Calcutta",
        "custID": "1",
        "muID": "100",
        "tvID": "101",
        "acdID": "1",
        "logonID": "101",
        "agentName": "last101,",
        "modify": "2023-12-31T18:30:00Z",
        "totalAct": "8100",
        "totalInAdh": "0",
        "totalOutAdh": "1800",
        "totalSched": "1800",
        "adhPct": "0.00"
    }
]

JSON with result and empty fields

var(--codeSnippetCopyLabel) 
[
  {
    "date": "010124",
    "TZ": "Asia/Calcutta",
    "custID": "1",
    "muID": "100",
    "tvID": "101",
    "acdID": "1",
    "logonID": "101",
    "personalID": "",
    "agentName": "last101,",
    "modify": "2023-12-31T18:30:00Z",
    "totalAct": "900",
    "totalInAdh": "0",
    "totalOutAdh": "1800",
    "totalSched": "1800",
    "adhPct": "0.00",
    "externalID": ""  },
  {
    "date": "010124",
    "TZ": "Asia/Calcutta",
    "custID": "1",
    "muID": "100",
    "tvID": "101",
    "acdID": "1",
    "logonID": "101",
    "personalID": "",
    "agentName": "last101,",
    "modify": "2023-12-31T18:30:00Z",
    "totalAct": "8100",
    "totalInAdh": "0",
    "totalOutAdh": "1800",
    "totalSched": "1800",
    "adhPct": "0.00",
    "externalID": ""  }
]

PIPE with result and disabled header

var(--codeSnippetCopyLabel) 
010124|Asia/Calcutta|1|100|101|1|101||last101,|1704047400|900|0|1800|1800|0.00|
010124|Asia/Calcutta|1|100|101|1|101||last101,|1704047400|8100|0|1800|1800|0.00|

PIPE with results and enabled header

var(--codeSnippetCopyLabel) 
#fields:date|TZ|custID|muID|tvID|acdID|logonID|ssn|agentName|modify|totalAct|totalInAdh|totalOutAdh|totalSched|adhPct|externalID
#sort:date,TZ,custID,muID,tvID,acdID,logonID,ssn,agentName,modify,totalAct,totalInAdh,totalOutAdh,totalSched,adhPct,externalID

010124|Asia/Calcutta|1|100|101|1|101||last101,|1704047400|900|0|1800|1800|0.00|
010124|Asia/Calcutta|1|100|101|1|101||last101,|1704047400|8100|0|1800|1800|0.00|

PIPE with empty result and disabled headers

var(--codeSnippetCopyLabel) 

                        

Agent Adherence Summary DTD

var(--codeSnippetCopyLabel) 
<?xml version="1.0"?>
<!ELEMENT agentAdherenceSummary ((allFields | fieldList), sortOrder?)>
<!ELEMENT fieldList (fields)>
<!ELEMENT sortOrder (fields)>
<!ELEMENT fields (date | TZ | custID | muID | tvID | acdID | logonID | ssn | agentData | agentName |modify | totalAct | totalInAdh | totalOutAdh | totalSched | adhPct | externalID)+>
<!ELEMENT allFields EMPTY>
<!ELEMENT date EMPTY>
<!ELEMENT TZ EMPTY>
<!ELEMENT custID EMPTY>
<!ELEMENT muID EMPTY>
<!ELEMENT tvID EMPTY>
<!ELEMENT acdID EMPTY>
<!ELEMENT logonID EMPTY>
<!ELEMENT ssn EMPTY>
<!ELEMENT agentData (#PCDATA)>
<!ELEMENT agentName EMPTY>
<!ELEMENT modify EMPTY>
<!ELEMENT totalAct EMPTY>
<!ELEMENT totalInAdh EMPTY>
<!ELEMENT totalOutAdh EMPTY>
<!ELEMENT totalSched EMPTY>
<!ELEMENT adhPct EMPTY>
<!ELEMENT externalID EMPTY>