Greetings fellow developers. As an AppFoundry partner building a custom workforce management synchronization tool, I have encountered an intriguing challenge with the WFM Platform API. I am utilizing the /api/v2/workforcemanagement/managementunits/{managementUnitId}/intraday endpoint to extract the intraday operational metrics for our clients. When I query this endpoint for the current date in real time, the payload correctly includes the ‘adherence’ and ‘schedule’ objects. However, if a client requests an intraday export for a date from the previous week, the API successfully returns the interaction volumes and handle times, but the adherence arrays are completely empty. I have verified my OAuth scopes are comprehensive. Is the intraday API designed to purge historical adherence data, or do I need to supply a specific query parameter to unlock past adherence records?
Hello. I saw this exact behavior when I was building the Zendesk data integration for our migration. The intraday endpoint is fundamentally designed for real time monitoring by supervisors.
It does not store historical adherence over long periods. If you request data for a past date, the core routing metrics like volume and average handle time are pulled from the analytics engine, which is permanent.
But the adherence state is considered transient in that specific API view. If you need the historical adherence for your application, you must use the /api/v2/workforcemanagement/managementunits/{managementUnitId}/historicaladherencequery endpoint instead.
That endpoint requires a dedicated job execution and will return the exact historical adherence exceptions you are looking for.
I agree completely with Five9. To add some routing context to this behavior, the adherence calculation relies on comparing the agent routing status to the published schedule. The intraday view only caches this comparison for active or very recent intervals to ensure the dashboard loads quickly for the supervisors.
When you query historical dates, the system refuses to recalculate those real time routing states on the fly because it would overload the database. You must definitely use the asynchronous historical query endpoint.
It forces the system to compile the routing data and the schedule data into a secure download URL, which is much safer for large data extracts.
Greetings. I would also like to contribute to this excellent discussion. When you implement the /api/v2/workforcemanagement/managementunits/{managementUnitId}/historicaladherencequery endpoint as the previous poster recommended, please be aware that the payload structure is entirely different from the intraday endpoint.
The historical query returns a detailed array of specific ‘out of adherence’ exceptions, including the exact start time, end time, and the specific routing status that caused the violation. It does not provide the high level summary metrics found in the intraday view.
Your AppFoundry integration will need to parse these individual exception events and aggregate them mathematically if your clients expect a summary dashboard similar to the intraday view.