Workforce Management (WFM)

The Insights Stats API Workforce Management (WFM) endpoints provide information on agent activities and agent handle times in a format that is optimized for WFM integrations.

WFM Agent States

WFM Agent States represent the activities undertaken by an agent for a specified period of time in a format that is optimized for WFM integrations. WFM Agent States combine presence and workload information into a single state for an agent. That state is similar to the simplified status displayed in the ContactPad.

The GET /wfm/agent-states endpoint gets agents’ state changes. You can poll this endpoint at regular intervals.

When an agent is not working on any interactions, the WFM Agent State returned by this endpoint indicates the agent’s presence. The description field contains the description of the presence as displayed in ContactPad, and the state field contains the presence category. Possible values for state are:

• Ready
• ReadyRFO
• Away
• ExtendedAway
• LoggedOut

When an agent is working on one or more interactions, the WFM Agent State returned by this endpoint indicates the type of interactions the agent is working on, and the agent’s interaction state. The description field contains the interaction type (Live, Semi-Live or Non-Live), and the state field contains the agent’s interaction state. Possible values for state are:

• Busy
• Wrap
• Unexpected
• Fault

When an agent is working on multiple interactions, the WFM Agent State contains information about the interaction that the agent is most focused on.

Results are sorted by the time that the agent entered that state and then agent id in ascending order.

The WFM Agent States returned by this endpoint can change during processing by Vonage Contact Center (VCC). If you are polling the endpoint with a search window that is close to the current time, the returned Agent States should replace any previously fetched WFM Agent States that cover the same time period. WFM Agent States returned by a previous request to the endpoint may no longer be valid. You should delete these from your data store before inserting the new states.

WFM Queue Activity

WFM Queue Activity items represent interactions that are in a queue or have left a queue, and include agent handle time metrics for use in WFM integrations. When an interaction enters a queue, Vonage Contact Center (VCC) records the time of entry. When the interaction leaves the queue, VCC records how long the interaction spent in the queue and what happened to the interaction next. After leaving the queue, the connected and wrap times of any agents that handle the interaction will be added to the Queue Activity item until the interaction completes or enters another queue.

Agent handle time metrics for queued callbacks are not available. This is because the interaction that enters and leaves the queue, with media type Phone Callback, is a different interaction to the call that is delivered to the agent.

The GET /wfm/queue-activity endpoint gets information about queue activity and resulting agent handle times. You can poll this endpoint at regular intervals.

Results are sorted by the time that interactions entered queues and then queue name, in ascending order.

WFM Queue Metrics

WFM Queue Metrics represent interactions that have left a queue and include agent handle time metrics for use in WFM integrations. When an interaction enters a queue, Vonage Contact Center (VCC) records the time of entry. When the interaction leaves the queue, VCC records how long the interaction spent in the queue and what happened to the interaction next. After leaving the queue, the connected and wrap times of any agents that handle the interaction will be added to the Queue Metrics entity until the interaction completes or enters another queue.

Agent handle time metrics for queued callbacks are not available. This is because the interaction that enters and leaves the queue, with media type Phone Callback, is a different interaction to the call that is delivered to the agent.

The GET /wfm/queue-metrics endpoint gets information about a queue’s interactions and resulting agent handle times. You can poll this endpoint at regular intervals.

Results are sorted by the time that interactions entered queues and then queue name, in ascending order.