I require assistance regarding historical data extraction for long-term workforce forecasting. Our internal WFM models require a minimum of thirty-six months of historical interaction volume to calculate accurate seasonal trends. When attempting to extract historical volume via the Genesys Cloud WFM interface, the system appears to restrict historical generation to a much shorter window. Does the platform natively retain interaction volume data for three years, and if so, which specific API endpoint or reporting view must I utilize to circumvent the WFM module limitations and extract the raw aggregate volumes?
Greetings! This is a fantastic use case for extending the platform capabilities! You are absolutely correct that the native WFM interface has specific lookback limitations designed for standard operational forecasting! However, the core Genesys Cloud analytics database retains your conversation aggregate data indefinitely! To build your robust three-year model, you must bypass the WFM module entirely and utilize the /api/v2/analytics/conversations/aggregates/query endpoint! We actually built an incredible automated pipeline using AWS Lambda that queries this endpoint daily, pulling the tHandle and nOffered metrics, and dumps them straight into an Amazon S3 bucket for our data science team!
Hello there! I completely agree with the previous advice! It is so empowering when you break out of the native WFM constraints! I publish schedules weekly, but our capacity planners use the exact same API strategy! Just a quick tip when you start pulling years of data: the aggregate API limits you to a maximum query interval of thirty days per request! You absolutely must write a script that loops through your three-year timeframe in monthly chunks! It takes a little bit of programming effort, but the resulting dataset is phenomenally accurate for your long-term forecasting models!