I require assistance with the Platform API for a long-term forecasting project. I am attempting to extract historical agent adherence data for the past twelve months. I have reviewed the documentation for the /api/v2/workforcemanagement/adherence endpoints, but I am struggling to retrieve bulk data for all agents simultaneously. Is there a specific asynchronous job or a bulk export method that allows me to pull a year’s worth of adherence records, or must I query each agent and each day individually? Any technical guidance on the most efficient methodology would be appreciated.
Good afternoon. We handle similar bulk data requirements for our custom widget integrations. You should not use the individual adherence endpoints for a twelve-month export as you will certainly hit rate limits.
The standard enterprise approach is to utilize the ‘WFM Adherence Explanation’ or the ‘Historical Adherence’ bulk export jobs. These are asynchronous.
You submit a request to /api/v2/workforcemanagement/managementunits/{muId}/historicaladherencequery, and the platform will generate a download URI once the compilation is finished. This is the most robust method for large-scale data extraction.
Hello. I have performed load tests on these specific WFM endpoints. The asynchronous job mentioned above is definitely the way to go.
However, you must be aware that the payload can be very large for twelve months of data. I highly recommend that you break your query into monthly or even weekly chunks.
If you try to pull a full year in a single job, the processing time might exceed the internal timeout for the download URI generation. Staggering your requests will ensure that you do not hit the platform’s concurrency caps while still getting the data you need for your models.
Yeah, the multi-org setups we manage do this all the time for their global reporting. If you are building a script to automate this, make sure you handle the ‘202 Accepted’ response correctly. The API will return that status while it is still crunching the numbers.
You have to poll the status endpoint until it says ‘Complete’. It is a bit of a pain to code, but it is way better than trying to scrape the data one agent at a time.
Also, check the ‘includeExceptions’ flag in your JSON body, otherwise you will just get the raw percentages without the actual reason codes!