WFM Team Schedule Report API

Overview

The WFM Team Schedule Report provides a raw log of data that allows tracking how agents are scheduled to different types of events.

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Access and Registration
Authentication

Usage

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Specify wfm_team_schedule_report as report type in the Explore API request path:
/data/reports/wfm_team_schedule_report/jobs

Report Example

Agent Name,Agent Email,Agent Ring Groups,Team Name,Account Time Zone,Reference Date,Adherence Event Start Time,Adherence Event End Time,Adherence Event Duration,Adherence Status,Shift Status,Scheduled Event Name,Scheduled Event Pay Status
"Hérmes ""Nunes""",ricardo@talkdesk.com,"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-08 05:00:00,2022-01-08 05:00:00,2022-01-08 09:00:00,14400,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",ricardo@talkdesk.com,"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-05 00:00:00,2022-01-05 05:00:00,2022-01-05 08:00:00,10800,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",ricardo@talkdesk.com,"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-10 12:00:00,2022-01-10 12:00:00,2022-01-10 13:00:00,3600,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",ricardo@talkdesk.com,"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-08 21:00:00,2022-01-08 21:00:00,2022-01-08 23:00:00,7200,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",ricardo@talkdesk.com,"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-11 00:00:00,2022-01-11 01:00:00,2022-01-11 04:00:00,10800,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",ricardo@talkdesk.com,"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-04 00:00:00,2022-01-04 00:00:00,2022-01-04 04:00:00,14400,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",ricardo@talkdesk.com,"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-06 00:00:00,2022-01-06 00:00:00,2022-01-06 04:00:00,14400,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",ricardo@talkdesk.com,"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-13 00:00:00,2022-01-13 00:00:00,2022-01-13 05:00:00,18000,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",ricardo@talkdesk.com,"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-15 12:00:00,2022-01-15 12:00:00,2022-01-15 19:00:00,25200,Deviated,On Shift,Available for all channels,Paid
Olga,olga@talkdesk.com,"[""agents""]",,Lisbon,2022-01-14 10:00:00,2022-01-14 10:00:00,2022-01-14 18:00:00,28800,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",ricardo@talkdesk.com,"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-04 00:00:00,2022-01-04 05:00:00,2022-01-04 08:00:00,10800,Deviated,On Shift,Available for all channels,Paid
"Hérmes ""Nunes""",ricardo@talkdesk.com,"[""nunes"",""queuetest"",""queuea""]",,Lisbon,2022-01-11 00:00:00,2022-01-11 05:00:00,2022-01-11 08:00:00,10800,Deviated,On Shift,Available for all channels,Paid
Lemos,lemos@talkdesk.com,"[""lemos"",""billing_deff"",""nunes"",""queuetest"",""aaaa"",""bbb""]",The Muses,Lisbon,2022-01-15 12:00:00,2022-01-15 12:00:00,2022-01-15 17:00:00,18000,Aligned,On Shift,Available for all channels,Paid

Data and Report Availability

You can request up to one month of data through the Explore API, applicable for the DRAFT edition only
There are no limits on the data availability regarding time frame.

Report Limitations

The report refreshes every hour to ensure the latest schedules are captured, including any changes made to schedules within the past 90 days. However, schedule changes made beyond the 90-day window won't be reflected in the report.

From March 29th, 2024 onward, the report shows only unique events. For data before this date, you may encounter multiple versions of events on the same day.

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Supported Regions and Base URLs

Troubleshooting

If you have questions or technical issues, please open a ticket using this form.