Agent Results Summary

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: for PIPE -required, for JSON - optional.

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 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. Al 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":"queueID"}, {"name":"queueName"}, {"name":"contactsHandled"}, {"name":"outContacts"}, {"name":"logonTime"}, {"name":"talkTime"}, {"name":"workTime"}, {"name":"outTime"}, {"name":"externalID"}, {"name":"holdTime"}, {"name":"readyTime"}, {"name":"notReadyTime"}, {"name":"dnContacts"}, {"name":"dnContactTime"}, {"name":"internalContacts"}, {"name":"internalContactTime"}

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":"queueID"}, {"name":"queueName"}, {"name":"contactsHandled"}, {"name":"outContacts"}, {"name":"logonTime"}, {"name":"talkTime"}, {"name":"workTime"}, {"name":"outTime"}, {"name":"externalID"}, {"name":"holdTime"}, {"name":"readyTime"}, {"name":"notReadyTime"}, {"name":"dnContacts"}, {"name":"dnContactTime"}, {"name":"internalContacts"}, {"name":"internalContactTime"}

Note: 

• In the fields array parameter, the output field ssn may be used for PIPE output.
• For JSON output ssn must be replaced with personalID.
• Only one field with the same name can be present in the fields array.

sortOrder - array of Objects.

Represents the list of the supported field names ,fields with attribute values and fields with specified value. Al 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-results-summary

request body(request for all fields):

request body(request for specific fields):

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

request body(request for all fields):

date

The date, 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 ACD or multimedia server for which data are being exported.

logonID

The agent’s logon ID for the ACD or multimedia server being exported.

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

The record’s modify timestamp.

queueID

The ID of the queue or skill for which data are being exported.

Records are included for each queue or skill for which the agent has data.

queueName

The name of the queue or the skill.

contactsHandled

The total number of contacts the agent handled for the queue or skill on the date being processed.

outContacts

The total number of outbound contacts the agent handled for the queue or skill on the date being processed.

System level data such as outContacts are included in only one record per acdID. The queueID associated with the agent, through skill mapping within the WFM system, and with the lowest ID on the acdID is the record whose system-level fields are populated. Records in the output file with other queueIDs have null values for system level data.

logonTime

The total amount of logon time, in seconds, associated with the queue or skill for the date.

System level data such as logonTime is included in only one record per acdID. The queueID associated with the agent, through skill mapping within the WFM system, and with the lowest ID on the acdID is the record whose system-level fields are populated. Records in the output file with other queueIDs have null values for system level data.

talkTime

The agent’s total talk time, in seconds, for the queue or skill for the date.

workTime

The agent’s total work time, in seconds, for the queue or skill for the date.

outTime

The agent’s total outbound talk time, in seconds, for the queue or skill for the date.

System level data such as outTime is included in only one record per acdID. The queueID associated with the agent, through skill mapping within the WFM system, and with the lowest ID on the acdID is the record whose system-level fields are populated. Records in the output file with other queueIDs have null values for system level data.

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.

holdTime

The agent’s hold time, in seconds, for the queue for the date.

The value in this field is an actual value from the ACD or multimedia server database.

Note: If the value is not present or appropriate, you may contact NICE WFM Support to determine if your ACD or multimedia server is capable of providing the value directly from the ACD or multimedia server database. Professional service fees may apply to modify the ACD or multimedia server integration and interface.

readyTime

The agent’s ready or available time, in seconds, for the date.

System level data such as readyTime is included in only one record per acdID. The queueID associated with the agent, through skill mapping within the WFM system, and with the lowest ID on the acdID is the record whose system-level fields are populated. Records in the output file with other queueIDs have null values for system level data.

notReadyTime

The agent’s idle, AUX or not ready time, in seconds, for the date.

System level data such as notReadyTime is included in only one record per acdID. The queueID associated with the agent, through skill mapping within the WFM system, and with the lowest ID on the acdID is the record whose system-level fields are populated. Records in the output file with other queueIDs have null values for system level data.

The value in this field is one of these:

• a derived value that NICE WFM calculates using information from the ACD or multimedia server interface

• an actual value from the ACD or multimedia server database

Note: If the derived value is not appropriate, you may contact NICE WFM Support to determine if your ACD or multimedia server is capable of providing the value directly from the ACD or multimedia server database. Professional service fees may apply to modify the ACD or multimedia server integration and interface.

dnContacts

The number of direct dialed contacts the agent handled on the date. A direct dialed contact occurs when the caller dials the extension of a specific agent and is not queued to a group of agents.

System level data such as dnContacts is included in only one record per acdID. The queueID associated with the agent, through skill mapping within the WFM system, and with the lowest ID on the acdID is the record whose system-level fields are populated. Records in the output file with other queueIDs have null values for system level data.

The value in this field is one of these:

• blank, if the ACD or multimedia server does not store direct dialed contacts

• an actual value from the ACD or multimedia server database

Note: If the blank value is not appropriate, you may contact NICE WFM Support to determine if your ACD or multimedia server is capable of providing the value directly from the ACD or multimedia server database. Professional service fees may apply to modify the ACD or multimedia server integration and interface.

dnContactTime

The agent’s talk time for direct dialed contacts handled on the date.

System level data such as dnContactTime is included in only one record per acdID. The queueID associated with the agent, through skill mapping within the WFM system, and with the lowest ID on the acdID is the record whose system-level fields are populated. Records in the output file with other queueIDs have null values for system level data.

The value in this field is one of these:

• blank, if the ACD or multimedia server does not store direct dialed contact talk time

• an actual value from the ACD or multimedia server database

Note: If the blank value is not appropriate, you may contact NICE WFM Support to determine if your ACD or multimedia server is capable of providing the value directly from the ACD or multimedia server database. Professional service fees may apply to modify the ACD or multimedia server integration and interface.

internalContacts

The number of internal calls handled by the agent for the date. An internal contact occurs when an agent contacts another agent, a supervisor, or some other resource.

System level data such as internalContacts is included in only one record per acdID. The queueID associated with the agent, through skill mapping within the WFM system, and with the lowest ID on the acdID is the record whose system-level fields are populated. Records in the output file with other queueIDs have null values for system level data.

The value in this field is one of these:

• blank, if the ACD or multimedia server does not store internal contacts

• an actual value from the ACD or multimedia server database

Note: If the blank value is not appropriate, you may contact NICE WFM Support to determine if your ACD or multimedia server is capable of providing the value directly from the ACD or multimedia server database. Professional service fees may apply to modify the ACD or multimedia server integration and interface.

internalContactTime

The agent’s talk time for internal contacts handled on the date.

System level data such as internalContactTime is included in only one record per acdID. The queueID associated with the agent, through skill mapping within the WFM system, and with the lowest ID on the acdID is the record whose system-level fields are populated. Records in the output file with other queueIDs have null values for system level data.

The value in this field is one of these:

• blank, if the ACD or multimedia server does not store internal contact talk time

• an actual value from the ACD or multimedia server database

Note: If the blank value is not appropriate, you may contact NICE WFM Support to determine if your ACD or multimedia server is capable of providing the value directly from the ACD or multimedia server database. Professional service fees may apply to modify the ACD or multimedia server integration and interface.