WFM Schedule Event Import API

Overview

The Workforce Management (WFM) Schedule Event Import API allows customers to programmatically upload agent schedule events into Talkdesk Workforce Management via CSV files. This API is part of the Talkdesk Workforce Management product.

Typical use cases include:

• Importing externally managed agent schedules (e.g., from third-party HRIS or workforce planning tools) into Talkdesk WFM.
• Bulk-uploading shifts, time-off, breaks, and meetings for multiple agents across date ranges.
• Automating periodic schedule uploads as part of an HRIS-to-WFM integration pipeline.

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Business Problem-Solving Context

What can I achieve with this API?

• Upload schedule events via CSV: Submit a CSV file containing agent schedule events (shifts, time-off, breaks, meetings) with agent identification, time ranges, and event types.
• Track import status: Poll the import status by ID to monitor progress and retrieve error details including a downloadable error report.

What business problems does this API solve?

• Third-party schedule integration: Organizations that manage agent schedules in external HRIS or workforce planning systems can push their schedule data into Talkdesk WFM without manual data entry in the UI, enabling WFM to become the single pane of glass for adherence monitoring.
• Bulk schedule uploads: Supervisors and planners who need to create schedules for many agents can prepare the data in a spreadsheet and upload it in a single operation rather than creating each event individually.
• Automated planning workflows: Enterprises with mature planning processes can integrate schedule uploads into their automated workflows (e.g., nightly batch jobs that sync schedules from an HRIS system into Talkdesk WFM).

What does this API support and what are its limitations?

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Use Case

Importing schedule data from an external HRIS system

A workforce planner exports agent schedules from a third-party HRIS system as a CSV file with the required columns and uploads it via the API:

• Upload the CSV using POST /wfm/aion/v1/schedules/event-imports with the schedule file, specifying the date format and timezone.
• The response returns 202 Accepted with a Location header containing the import status URL. Use it to poll the status via GET /wfm/aion/v1/schedules/event-imports/{import_id} until the import reaches a final state.
• If the status is IMPORTED_WITH_ERRORS, download the error report CSV from the error_report_url to review which rows failed validation and why.

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Usage

The Schedule Event Import API provides two endpoints:

• POST /wfm/aion/v1/schedules/event-imports — Upload a schedule event CSV file
• GET /wfm/aion/v1/schedules/event-imports/{import_id} — Retrieve the import status by ID

POST /wfm/aion/v1/schedules/event-imports

Upload a schedule event CSV file for the account. Returns 202 Accepted with a Location header pointing to the import status resource. No synchronous processing of CSV rows occurs before the response is sent.

Content-Type: multipart/form-data

Request Parameters (form data)

Response: 202 Accepted

The response body is empty. The import ID is embedded in the Location header.

Response Headers

Error Responses

GET /wfm/aion/v1/schedules/event-imports/{import_id}

Retrieve the current status of a Schedule Event Import by its ID. The import must belong to the authenticated account; requesting an import from a different account returns 404.

Path Parameters

Response: 200 OK

Success example:

{
  "id": "550e8400-e29b-41d4-a716-446655440000",
  "status": "IMPORTED"
}

With errors example:

{
  "id": "550e8400-e29b-41d4-a716-446655440000",
  "status": "IMPORTED_WITH_ERRORS",
  "error_report_url": "https://s3.amazonaws.com/bucket/schedule_event_import_errors.csv?X-Amz-Expires=600",
  "error_report_expires_at": "2026-06-01T12:10:00Z"
}

Response Fields

Status Values

Error Responses

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CSV File Format

The CSV file must contain the following columns (exact header names, in order, case-sensitive):

Example CSV (default HH:mm yyyy-MM-dd format)

Agent Name,Agent Email,Start Time,End Time,Event Type Name
John Smith,[email protected],09:00 2026-06-01,17:00 2026-06-01,Available for all channels
Jane Doe,[email protected],08:00 2026-06-01,16:00 2026-06-01,Available for all channels
Bob Wilson,[email protected],12:00 2026-06-01,12:30 2026-06-01,Break

Example CSV (HH:mm MM/dd/yyyy format)

Agent Name,Agent Email,Start Time,End Time,Event Type Name
John Smith,[email protected],09:00 06/01/2026,17:00 06/01/2026,Available for all channels
Jane Doe,[email protected],08:00 06/01/2026,16:00 06/01/2026,Available for all channels

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Supported Date Formats

The date_format parameter accepts the following values:

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Authentication & Authorization

This API requires OAuth 2.0 authentication (Bearer token) using the client credentials grant.

Scopes (Early Access)

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Subscription Limits