CT Results

API Specification

Description	Creates a task for WorkManager to execute exportEngine for CT Results exporter.
Authentication Required	Yes
URL	https://<domain or IP>/SMARTSync/services/rs/exporters/v1/ct-results
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: 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, all date fields will be converted to ISO date format.

Required: Only for PIPEoutputFormat.

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.

buIds - Array of integers. Should be one or more IDs user has permission to use.

ctIds - Array of integers. Should be one or more IDs user has permission to use.

Required: at least buIds or ctIds should be present in request.

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 it is set to true, 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":"period"}, {"name":"TZ"}, {"name":"custID"}, {"name":"saGroupID"}, {"name":"saGroupName"}, {"name":"ssGroupID"}, {"name":"ssGroupName"}, {"name":"buID"}, {"name":"buName"}, {"name":"ctID"}, {"name":"ctName"}, {"name":"acdID"}, {"name":"modify"}, {"name":"actContactsReceived"}, {"name":"actContactsHandled"}, {"name":"actAHT"}, {"name":"slPctObj"}, {"name":"actSLPct"}, {"name":"slTime"}, {"name":"asaObj"}, {"name":"actASA"}, {"name":"maxOcc"}, {"name":"actOcc"}, {"name":"actReq"}, {"name":"actContactsHandledSL"}, {"name":"actContactsAband"}, {"name":"actContactsAbandSL"}, {"name":"actOutContacts"}, {"name":"actIntContacts"}, {"name":"actBacklogNotExp"}, {"name":"actBacklogExp"}, {"name":"estStaff"}, {"name":"actLogin"}, {"name":"actTalkTime"}, {"name":"actWorkTime"}, {"name":"actOutTime"}, {"name":"actReadyTime"}, {"name":"actIdleTime"}, {"name":"actIntTime"}, {"name":"actHandledLong"}, {"name":"actAbandonLong"}, {"name":"actQueueDelay"}, {"name":"actHoldTime"}, {"name":"actATT"}, {"name":"actAWT"}, {"name":"actAOT"}

Simple fields when outputFormat is set to JSON:

{"name":"date"}, {"name":"period"}, {"name":"TZ"}, {"name":"custID"}, {"name":"egID"}, {"name":"egName"}, {"name":"buID"}, {"name":"buName"}, {"name":"ctID"}, {"name":"ctName"}, {"name":"acdID"}, {"name":"modify"}, {"name":"actContactsReceived"}, {"name":"actContactsHandled"}, {"name":"actAHT"}, {"name":"slPctObj"}, {"name":"actSLPct"}, {"name":"slTime"}, {"name":"asaObj"}, {"name":"actASA"}, {"name":"maxOcc"}, {"name":"actOcc"}, {"name":"actReq"}, {"name":"actContactsHandledSL"}, {"name":"actContactsAband"}, {"name":"actContactsAbandSL"}, {"name":"actOutContacts"}, {"name":"actBacklogNotExp"}, {"name":"actBacklogExp"}, {"name":"estStaff"}, {"name":"actLogin"}, {"name":"actTalkTime"}, {"name":"actWorkTime"}, {"name":"actOutTime"}, {"name":"actReadyTime"}, {"name":"actIdleTime"}, {"name":"actHandledLong"}, {"name":"actAbandonLong"}, {"name":"actQueueDelay"}, {"name":"actHoldTime"}, {"name":"actATT"}, {"name":"actAWT"}, {"name":"actAOT"}

Note:

In the fields array parameter, the output fields saGroupID, saGroupName, ssGroupID, ssGroupName, actIntContacts and actIntTime may be used for PIPE output.
For JSON output saGroupID must be replaced with egID, and saGroupName with egName
Fields saGroupID, saGroupName, ssGroupID, ssGroupName, actIntContacts and actIntTime may not be used for JSON output.
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. 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 field: 'keepEmptyJsonFields'", "Invalid field: 'excludePipeHeader'", "Invalid outputFormat value: 'XML'", "Invalid dateFormat value: 'ddmmcyyyy'", "Invalid timeFormat value: '1c2'", "startDate must match the provided yyyy-MM-dd format, "endDate must match the provided yyyy-MM-dd format", "Insufficient permissions to view entities 'BU -1'", "Insufficient permissions to view entities 'CT -1'", "Invalid entity: 'BU 1234567'", "Invalid entity: 'CT 1234567'", "Invalid values within fields element: wrongField2,wrongField1" ] } 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/ct-results request body(request for all fields): { "startDate":"2023-11-10", "endDate":"2024-11-10", "outputFormat":"PIPE", "dateFormat":"ddmmyyyy", "timeFormat":"12", "buIds":[ 500 ], "ctIds":[ 500 ] } request body(request for specific fields): { "startDate":"2022-11-10", "endDate":"2022-11-10", "outputFormat":"PIPE", "dateFormat":"ddmmyyyy", "timeFormat":"12", "buIds":[ 500 ], "ctIds":[ 500 ], "fields":[{"name":"custID"}, {"name":"TZ"}], "sortOrder":[{"name":"custID"}, {"name":"TZ"}]
Sample Call for JSON outputFormat	https://localhost/SMARTSync/services/rs/exporters/v1/ct-results request body(request for all fields): { "startDate":"2023-11-10", "endDate":"2024-11-10", "outputFormat":"JSON", "dateFormat":"ddmmyyyy", "keepEmptyJsonFields":true, "timeFormat":"12", "buIds":[ 500 ], "ctIds":[ 500 ] } request body(request for specific fields): { "startDate":"2022-11-10", "endDate":"2022-11-10", "outputFormat":"JSON", "dateFormat":"ddmmyyyy", "timeFormat":"12", "keepEmptyJsonFields":true, "buIds":[ 500 ], "ctIds":[ 500 ], "fields":[{"name":"custID"}, {"name":"TZ"}], "sortOrder":[{"name":"custID"}, {"name":"TZ"}] } }

Output Field Descriptions

This export runs for each BU specified in the buIds parameter. When run for a BU, the output includes the data for each CT that belongs to the BU during the specified date range, if you appropriately maintained the entity relationships and forecasts/plans.
In addition, this export runs for each CT specified in the ctIds parameter. If a CT specified in the ctIds element belongs to a BU that is also specified in the buIds element, the data for the CT is only included one time.

If the export is to run for multiple CTs or BUs, all data is saved in the same output file.
The output file contains one record for each CT, for each statistics period of each date in the selected date range. CT hours are not taken into account.
Data is read from the result table and is only included for past dates. If none of the dates in the specified range are in the past, the output file is empty.

This export uses the CT time zone setting. The export does not differentiate between the duplicate periods that occur on the Daylight Saving Time (DST) date. It does not show which of the duplicate periods occurred first on a DST date with multiple entries for the same period.

The CT Results output can contain these fields:

Field	Description	Values
date	The date based on the CT’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.
period	The start time of the period, based on the CT’s time zone. The format of this time is specified in the timeFormat attribute. If no timeFormat attribute exists, 24-hour format is used.
TZ	The CT’s time zone.
custID	The customer ID.
saGroupID	The ID of the EG to which the CT belongs on the date being exported.	This field is blank if the CT does not belong to an EG.
saGroupName	The EG name.	This field is blank if the CT does not belong to an EG.
ssGroupID	The ID of the skill scheduling group to which the CT belongs on the date being exported.	This field is blank.
ssGroupName	The skill scheduling group name.	This field is blank.
buID	The ID of the BU to which the CT belongs on the date being exported.	If the CT does not belong to a BU, or if the BU cannot be determined because the user did not appropriately maintain the entity relationships and forecast/plan, this field is blank.
buName	The BU name.	This field is blank if the CT does not belong to a BU, or if the BU cannot be determined.
ctID	The ID of the CT.
ctName	The name of the CT.
acdID	The ID of the CT’s default ACD or multimedia server.
modify	The record’s modify timestamp.
actContactsReceived	The actual number of contacts received for the CT for the period.	For workload-based CTs, the value is provided by an external system. For simulation-based and BErlangC-based CTs, the value is the sum of actContactsHandled + actContactsAband.
actContactsHandled	The CT’s actual number of contacts handled.	The value is the sum of actHandledLong + actHandledShort.
actAHT	The CT’s actual average handle time.	Formatted to 2 decimal places.
slPctObj	The service level percent objective.	Formatted to 2 decimal places.
actSLPct	The CT’s actual service level percent.
slTime	The CT’s service level time objective, in seconds.
asaObj	The ASA objective.	Formatted to 2 decimal places.
actASA	The actual ASA.	Formatted to 2 decimal places.
maxOcc	The maximum occupancy objective.	Formatted to 2 decimal places.
actOcc	The CT’s actual occupancy.	0 - 100, formatted to 2 decimal places.
actReq	The CT’s actual requirement.	Formatted to 2 decimal places. This field is blank for workload-based CTs. The value represents the requirements which meet or exceed all three forecast objectives, service level, ASA, and maximum occupancy, and includes adjustments for: BU efficiency, for CTs that belong to a BU Multi-skill ffficiency
actContactsHandledSL	The CT’s actual number of contacts handled before the time threshold defined on the ACD or multimedia server. This field is known as actHandledShort.
actContactsAband	The CT’s actual number of contacts abandoned.	The value is the sum of actAbandonLong + actAbandonShort.
actContactsAbandSL	The CT’s actual number of contacts abandoned before the time threshold defined on the ACD or multimedia server. This value is known as actAbandonShort.	The value in this field is one of these: a derived value 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.
actOutContacts	The CT’s actual number of outbound contacts.
actIntContacts	The CT’s actual number of internal contacts.	This field is blank.
actBacklogNotExp	The number of contacts remaining to handle that have not yet exceeded the service time defined for the period in which they were received.	This field is blank for simulation based and BerlangC.
actBacklogExp	The number of contacts remaining to handle that have already exceeded the service time defined for the period in which they were received.	This field is blank for simulation based and BerlangC.
estStaff	The CT’s estimated staff.	Formatted to 2 decimal places.
actLogin	The actual number of seconds agents spent logged in for the CT.
actTalkTime	The actual number of seconds agents spent handling incoming contacts for the CT.
actWorkTime	The actual number of seconds agents spent in after contact work for the CT.
actOutTime	The actual number of seconds agents spent on outgoing contacts for the CT.
actReadyTime	The actual number of seconds agents spent in a ready state for the CT.
actNotReadyTime	The actual number of seconds agents spent in an idle, AUX or not ready state for the CT.
actIntTime	The actual number of seconds agents spent on internal contacts for the CT for the period.	This field is blank.
actHandledLong	The actual number of contacts handled after the time threshold defined on the ACD or multimedia server.	The value in this field is one of these: a derived value NICE WFM calculates using information from the ACD or multimedia server interface an actual value from the ACD or 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.
actAbandonLong	The actual number of contacts abandoned after the time threshold defined on the ACD or multimedia server.	The value in this field is one of these: a derived value NICE WFM calculates using information from the ACD or multimedia server interface an actual value from the ACD or 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.
actQueueDelay	The actual number of seconds contacts remained in queue.
actHoldTime	The actual number of seconds agents placed contacts in a hold state while handling the contact.
actATT	The actual average talk time, in seconds, for the queue.	Formatted to 2 decimal places.
actAWT	The actual average work time, in seconds, for the queue.	Formatted to 2 decimal places.
actAOT	The actual average outbound time, in seconds, for the queue.	Formatted to 2 decimal places.

Supported output formats:

Pipe delimited
JSON

JSON Results with non empty fields

View code

var(--codeSnippetCopyLabel)

[
    {
        "date": "05022023",
        "period": "12:00AM",
        "TZ": "Europe/Kiev",
        "custID": "1",
        "egID": "500",
        "egName": "EG_500",
        "buID": "500",
        "buName": "BU_500",
        "ctID": "500",
        "ctName": "BU_500",
        "acdID": "1",
        "modify": "2022-10-07T09:50:01Z",
        "actContactsReceived": "50",
        "actContactsHandled": "44",
        "actAHT": "300.00",
        "slPctObj": "80.00",
        "actSLPct": "80.00",
        "slTime": "20",
        "actASA": "6.82",
        "actOcc": "100.00",
        "actReq": "20.69",
        "actContactsHandledSL": "40",
        "actContactsAband": "6",
        "actContactsAbandSL": "1",
        "actOutContacts": "0",
        "actBacklogNotExp": "0",
        "actBacklogExp": "0",
        "estStaff": "14.67",
        "actLogin": "0",
        "actTalkTime": "13200",
        "actWorkTime": "0",
        "actOutTime": "0",
        "actReadyTime": "0",
        "actIdleTime": "0",
        "actHandledLong": "4",
        "actAbandonLong": "5",
        "actQueueDelay": "300",
        "actHoldTime": "0",
        "actATT": "300.00",
        "actAWT": "0.00",
        "actAOT": "0.00"
    }
]

JSON Results with empty fields

View code

var(--codeSnippetCopyLabel)

[
    {
        "date": "05022023",
        "period": "12:00AM",
        "TZ": "Europe/Kiev",
        "custID": "1",
        "egID": "500",
        "egName": "EG_500",
        "buID": "500",
        "buName": "BU_500",
        "ctID": "500",
        "ctName": "BU_500",
        "acdID": "1",
        "modify": "2022-10-07T09:50:01Z",
        "actContactsReceived": "50",
        "actContactsHandled": "44",
        "actAHT": "300.00",
        "slPctObj": "80.00",
        "actSLPct": "80.00",
        "slTime": "20",
        "asaObj": "",
        "actASA": "6.82",
        "maxOcc": "",
        "actOcc": "100.00",
        "actReq": "20.69",
        "actContactsHandledSL": "40",
        "actContactsAband": "6",
        "actContactsAbandSL": "1",
        "actOutContacts": "0",
        "actBacklogNotExp": "0",
        "actBacklogExp": "0",
        "estStaff": "14.67",
        "actLogin": "0",
        "actTalkTime": "13200",
        "actWorkTime": "0",
        "actOutTime": "0",
        "actReadyTime": "0",
        "actIdleTime": "0",
        "actHandledLong": "4",
        "actAbandonLong": "5",
        "actQueueDelay": "300",
        "actHoldTime": "0",
        "actATT": "300.00",
        "actAWT": "0.00",
        "actAOT": "0.00"
    }
]

PIPE results with enabled headers

View code

var(--codeSnippetCopyLabel)

#fields:date|period|TZ|custID|saGroupID|saGroupName|ssGroupID|ssGroupName|buID|buName|ctID|ctName|acdID|modify|actContactsReceived|actContactsHandled|actAHT|slPctObj|actSLPct|slTime|asaObj|actASA|maxOcc|actOcc|actReq|actContactsHandledSL|actContactsAband|actContactsAbandSL|actOutContacts|actIntContacts|actBacklogNotExp|actBacklogExp|estStaff|actLogin|actTalkTime|actWorkTime|actOutTime|actReadyTime|actIdleTime|actIntTime|actHandledLong|actAbandonLong|actQueueDelay|actHoldTime|actATT|actAWT|actAOT
#sort:date,period,TZ,custID,saGroupID,saGroupName,ssGroupID,ssGroupName,buID,buName,ctID,ctName,acdID,modify,actContactsReceived,actContactsHandled,actAHT,slPctObj,actSLPct,slTime,asaObj,actASA,maxOcc,actOcc,actReq,actContactsHandledSL,actContactsAband,actContactsAbandSL,actOutContacts,actIntContacts,actBacklogNotExp,actBacklogExp,estStaff,actLogin,actTalkTime,actWorkTime,actOutTime,actReadyTime,actIdleTime,actIntTime,actHandledLong,actAbandonLong,actQueueDelay,actHoldTime,actATT,actAWT,actAOT
 
05022023|12:00AM|Europe/Kiev|1|500|EG_500|||500|BU_500|500|BU_500|1|1665136201|50|44|300.00|80.00|80.00|20||6.82||100.00|20.69|40|6|1|0|0|0|0|14.67|0|13200|0|0|0|0|0|4|5|300|0|300.00|0.00|0.00
05022023|12:15AM|Europe/Kiev|1|500|EG_500|||500|BU_500|500|BU_500|1|1665136201|50|44|300.00|80.00|80.00|20||6.82||100.00|20.69|40|6|1|0|0|0|0|14.67|0|13200|0|0|0|0|0|4|5|300|0|300.00|0.00|0.00

PIPE Results with disabled headers

View code

var(--codeSnippetCopyLabel)

05022023|12:00AM|Europe/Kiev|1|500|EG_500|||500|BU_500|500|BU_500|1|1665136201|50|44|300.00|80.00|80.00|20||6.82||100.00|20.69|40|6|1|0|0|0|0|14.67|0|13200|0|0|0|0|0|4|5|300|0|300.00|0.00|0.00
05022023|12:15AM|Europe/Kiev|1|500|EG_500|||500|BU_500|500|BU_500|1|1665136201|50|44|300.00|80.00|80.00|20||6.82||100.00|20.69|40|6|1|0|0|0|0|14.67|0|13200|0|0|0|0|0|4|5|300|0|300.00|0.00|0.00

DTD example

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<?xml version="1.0"?>
<!ELEMENT ctResults ((allFields | fieldList), sortOrder?)>
<!ELEMENT fieldList (fields)>
<!ELEMENT sortOrder (fields)>
<!ELEMENT fields (date | period | TZ | custID | saGroupID | saGroupName | ssGroupID | ssGroupName | buID
| buName | ctID | ctName | acdID | modify | actContactsReceived | actContactsHandled | actAHT | slPctObj
| actSLPct | slTime | asaObj | actASA | maxOcc | actOcc | actReq | actContactsHandledSL |
actContactsAband | actContactsAbandSL | actOutContacts | actIntContacts | actBacklogNotExp |
actBacklogExp | estStaff | actLogin | actTalkTime | actWorkTime | actOutTime | actReadyTime |
actIdleTime | actIntTime | actHandledLong | actAbandonLong | actQueueDelay | actHoldTime | actATT |
actAWT | actAOT )+>
<!ELEMENT allFields EMPTY>
<!ELEMENT date EMPTY>
<!ELEMENT period EMPTY>
<!ELEMENT TZ EMPTY>
<!ELEMENT custID EMPTY>
<!ELEMENT saGroupID EMPTY>
<!ELEMENT saGroupName EMPTY>
<!ELEMENT ssGroupID EMPTY>
<!ELEMENT ssGroupName EMPTY>
<!ELEMENT buID EMPTY>
<!ELEMENT buName EMPTY>
<!ELEMENT ctID EMPTY>
<!ELEMENT ctName EMPTY>
<!ELEMENT acdID EMPTY>
<!ELEMENT modify EMPTY>
<!ELEMENT actContactsReceived EMPTY>
<!ELEMENT actContactsHandled EMPTY>
<!ELEMENT actAHT EMPTY>
<!ELEMENT slPctObj EMPTY>
<!ELEMENT actSLPct EMPTY>
<!ELEMENT slTime EMPTY>
<!ELEMENT asaObj EMPTY>
<!ELEMENT actASA EMPTY>
<!ELEMENT maxOcc EMPTY>
<!ELEMENT actOcc EMPTY>
<!ELEMENT actReq EMPTY>
<!ELEMENT actContactsHandledSL EMPTY>
<!ELEMENT actContactsAband EMPTY>
<!ELEMENT actContactsAbandSL EMPTY>
<!ELEMENT actOutContacts EMPTY>
<!ELEMENT actIntContacts EMPTY>
<!ELEMENT actBacklogNotExp EMPTY>
<!ELEMENT actBacklogExp EMPTY>
<!ELEMENT estStaff EMPTY>
<!ELEMENT actLogin EMPTY>
<!ELEMENT actTalkTime EMPTY>
<!ELEMENT actWorkTime EMPTY>
<!ELEMENT actOutTime EMPTY>
<!ELEMENT actReadyTime EMPTY>
<!ELEMENT actIdleTime EMPTY>
<!ELEMENT actIntTime EMPTY>
<!ELEMENT actHandledLong EMPTY>
<!ELEMENT actAbandonLong EMPTY>
<!ELEMENT actQueueDelay EMPTY>
<!ELEMENT actHoldTime EMPTY>
<!ELEMENT actATT EMPTY>
<!ELEMENT actAWT EMPTY>
<!ELEMENT actAOT EMPTY>