As a QM evaluator, I need the published schedules to validate agent adherence during evaluations.
If the WFM API doesn’t return the correct schedule for a specific date, I can’t confirm whether the agent was supposed to be on the phone at the time of the evaluated interaction. The evaluation becomes invalid without schedule context.
In CIC, we could query the schedule directly from the IC database using SQL.
The Genesys Cloud WFM API for fetching published schedules is GET /api/v2/workforcemanagement/managementunits/{muId}/weeks/{weekDateId}/schedules. The response payload is massive and nested. Parsing it is nothing like running a simple SQL SELECT against the IC_ScheduleData table.
After fetching the schedule, I cross-reference it with the agent’s actual interaction times from the analytics API to calculate a custom adherence score.
The native WFM adherence metric doesn’t account for our custom break policies (e.g., flexible 15-minute breaks that can be taken anytime within a 2-hour window). My custom score is more lenient and better reflects our operational reality.
The email routing schedule is especially tricky.
Published schedules in the WFM API don’t always include the email-handling shifts separately. If an agent’s schedule says ‘Available 9-5’ but they are only supposed to handle emails from 2-5, the API doesn’t distinguish this. We had to build custom schedule activities to tag the media-specific windows.
In CIC, the schedule data included the agent’s ‘Activity Codes’ which mapped directly to our HR system’s time tracking categories.
Genesys Cloud uses ‘Activity Codes’ too, but the API returns them as UUIDs rather than human-readable names. You have to make a separate API call to resolve each UUID to its display name, which adds complexity and API calls to every schedule extraction script.