GetPerformanceMetrics

Gets the performance metrics across @datetime_range for shift instances in @schedule_selector associated with @node_selector for the org making the request.
Performance metrics will be generated for each of the given @metric_params.
The @interval_width_in_minutes must be a multiple of 5.
Errors:

grpc.Invalid: the request data is invalid.

grpc.NotFound: the @node_selector, @schedule_selector, or their shift instances doesn't exist.

grpc.Internal: error occurs when getting the data.

Request

Authorization

JWT Bearer

Add the parameter

Authorization

to Headers

Example:

Authorization: ********************

Body Params application/jsonRequired

Example

{
    "schedule_selector": {
        "schedule_sid": 0,
        "schedule_type": "DRAFT"
    },
    "node_selector": {
        "parent_sid": 0,
        "parent_type": "CALL_CENTER_NODE"
    },
    "datetime_range": {
        "start_datetime": "1s",
        "end_datetime": "1s"
    },
    "metric_params": [
        {
            "metric_type": "FTE_REQUIRED_VS_ACHIEVED_SIMPLE",
            "service_level_target_duration_seconds": "string"
        }
    ],
    "interval_width_in_minutes": 0,
    "resync_call_stats": true,
    "service_level_target_percentage": 0,
    "service_level_target_duration_seconds": 0
}

Request Code Samples

Shell

JavaScript

Java

Swift

PHP

Python

HTTP

Objective-C

Ruby

OCaml

Dart

Responses

🟢200OK

application/json

Success

Body

Example

{
    "performance_metrics": [
        {
            "date_range": {
                "start_datetime": "1s",
                "end_datetime": "1s"
            },
            "total_calls_required": 0,
            "total_ftes_achieved": 0,
            "num_intervals_with_required_calls": 0,
            "num_intervals_with_ftes_but_no_schedules": 0,
            "num_intervals_with_ftes_but_no_forecasted_calls": 0,
            "total_unscheduled_calls": 0,
            "total_unnecessary_ftes": 0,
            "interval_width_in_minutes": 0,
            "metric_type": "FTE_REQUIRED_VS_ACHIEVED_SIMPLE",
            "fte_intervals": [
                {
                    "start_datetime": "1s",
                    "required_calls": 0,
                    "achieved_ftes": 0
                }
            ],
            "service_level_intervals": [
                {
                    "start_datetime": "1s",
                    "service_level_achieved": 0
                }
            ],
            "metrics_by_skill_collection": [
                {
                    "date_range": {
                        "start_datetime": "1s",
                        "end_datetime": "1s"
                    },
                    "total_calls_required": 0,
                    "total_ftes_achieved": 0,
                    "num_intervals_with_required_calls": 0,
                    "num_intervals_with_ftes_but_no_schedules": 0,
                    "num_intervals_with_ftes_but_no_forecasted_calls": 0,
                    "total_unscheduled_calls": 0,
                    "total_unnecessary_ftes": 0,
                    "interval_width_in_minutes": 0,
                    "metric_type": "FTE_REQUIRED_VS_ACHIEVED_SIMPLE",
                    "fte_intervals": [
                        {
                            "start_datetime": "1s",
                            "required_calls": 0,
                            "achieved_ftes": 0
                        }
                    ],
                    "service_level_intervals": [
                        {
                            "start_datetime": "1s",
                            "service_level_achieved": 0
                        }
                    ],
                    "skill_collection": {
                        "skill_profile_category_sid": 0,
                        "skill_profile_category_type": "SINGLE_SKILL_PROFILE"
                    }
                }
            ]
        }
    ],
    "performance_metrics_v2": [
        {
            "date_range": {
                "start_datetime": "1s",
                "end_datetime": "1s"
            },
            "total_fte_intervals_required": 0,
            "total_fte_intervals_achieved": 0,
            "num_intervals_with_call_ftes": 0,
            "num_intervals_with_shift_ftes": 0,
            "num_intervals_with_call_ftes_but_no_shifts": 0,
            "num_intervals_with_shifts_but_no_call_ftes": 0,
            "total_underscheduled_call_ftes": 0,
            "total_overscheduled_call_ftes": 0,
            "interval_width_in_minutes": 0,
            "metric_type": "FTE_REQUIRED_VS_ACHIEVED_SIMPLE",
            "fte_occupancy_intervals": [
                {
                    "start_datetime": "1s",
                    "required_fte_occupancy": 0,
                    "achieved_fte_occupancy": 0,
                    "required_fte": 0,
                    "achieved_fte": 0,
                    "productive_fte": 0,
                    "achieved_fte_with_shrinkage_applied": 0,
                    "productive_fte_with_shrinkage_applied": 0
                }
            ],
            "service_level_intervals": [
                {
                    "start_datetime": "1s",
                    "service_level_achieved": 0
                }
            ],
            "metrics_by_skill_collection": [
                {
                    "date_range": {
                        "start_datetime": "1s",
                        "end_datetime": "1s"
                    },
                    "total_fte_intervals_required": 0,
                    "total_fte_intervals_achieved": 0,
                    "num_intervals_with_call_ftes": 0,
                    "num_intervals_with_shift_ftes": 0,
                    "num_intervals_with_call_ftes_but_no_shifts": 0,
                    "num_intervals_with_shifts_but_no_call_ftes": 0,
                    "total_underscheduled_call_ftes": 0,
                    "total_overscheduled_call_ftes": 0,
                    "interval_width_in_minutes": 0,
                    "metric_type": "FTE_REQUIRED_VS_ACHIEVED_SIMPLE",
                    "fte_occupancy_intervals": [
                        {
                            "start_datetime": "1s",
                            "required_fte_occupancy": 0,
                            "achieved_fte_occupancy": 0,
                            "required_fte": 0,
                            "achieved_fte": 0,
                            "productive_fte": 0,
                            "achieved_fte_with_shrinkage_applied": 0,
                            "productive_fte_with_shrinkage_applied": 0
                        }
                    ],
                    "service_level_intervals": [
                        {
                            "start_datetime": "1s",
                            "service_level_achieved": 0
                        }
                    ],
                    "skill_collection": {
                        "skill_profile_category_sid": 0,
                        "skill_profile_category_type": "SINGLE_SKILL_PROFILE"
                    },
                    "total_required_fte": 0,
                    "total_achieved_fte": 0,
                    "total_productive_fte": 0,
                    "total_achieved_fte_with_shrinkage_applied": 0,
                    "total_productive_fte_with_shrinkage_applied": 0
                }
            ],
            "total_required_fte": 0,
            "total_achieved_fte": 0,
            "total_productive_fte": 0,
            "total_achieved_fte_with_shrinkage_applied": 0,
            "total_productive_fte_with_shrinkage_applied": 0
        }
    ],
    "performance_metrics_v3": {
        "metrics_all_skills": {
            "date_range": {
                "start_datetime": "1s",
                "end_datetime": "1s"
            },
            "interval_width_in_minutes": 0,
            "total_required_fte": 0,
            "total_achieved_fte": 0,
            "total_productive_fte": 0,
            "total_achieved_fte_with_shrinkage_applied": 0,
            "total_productive_fte_with_shrinkage_applied": 0,
            "num_intervals_with_call_ftes": 0,
            "num_intervals_with_shift_ftes": 0,
            "num_intervals_with_call_ftes_but_no_shifts": 0,
            "num_intervals_with_shifts_but_no_call_ftes": 0,
            "total_underscheduled_call_ftes": 0,
            "total_overscheduled_call_ftes": 0,
            "service_level_achieved_percent_calls": 0,
            "service_level_achieved_target_seconds": 0,
            "estimated_total_agent_shortfall_for_service_level": 0,
            "metric_intervals": [
                {
                    "start_datetime": "1s",
                    "required_fte": 0,
                    "achieved_fte": 0,
                    "achieved_fte_with_shrinkage_applied": 0,
                    "productive_fte": 0,
                    "productive_fte_with_shrinkage_applied": 0,
                    "achieved_service_level_percent": 0,
                    "estimated_agent_shortfall_for_target_service_level": 0,
                    "num_calls": 0,
                    "num_agents": 0,
                    "erlang_required_agents": 0
                }
            ]
        },
        "metrics_by_skill_collection": [
            {
                "skill_collection": {
                    "skill_profile_category_sid": 0,
                    "skill_profile_category_type": "SINGLE_SKILL_PROFILE"
                },
                "metric": {
                    "date_range": {
                        "start_datetime": "1s",
                        "end_datetime": "1s"
                    },
                    "interval_width_in_minutes": 0,
                    "total_required_fte": 0,
                    "total_achieved_fte": 0,
                    "total_productive_fte": 0,
                    "total_achieved_fte_with_shrinkage_applied": 0,
                    "total_productive_fte_with_shrinkage_applied": 0,
                    "num_intervals_with_call_ftes": 0,
                    "num_intervals_with_shift_ftes": 0,
                    "num_intervals_with_call_ftes_but_no_shifts": 0,
                    "num_intervals_with_shifts_but_no_call_ftes": 0,
                    "total_underscheduled_call_ftes": 0,
                    "total_overscheduled_call_ftes": 0,
                    "service_level_achieved_percent_calls": 0,
                    "service_level_achieved_target_seconds": 0,
                    "estimated_total_agent_shortfall_for_service_level": 0,
                    "metric_intervals": [
                        {
                            "start_datetime": "1s",
                            "required_fte": 0,
                            "achieved_fte": 0,
                            "achieved_fte_with_shrinkage_applied": 0,
                            "productive_fte": 0,
                            "productive_fte_with_shrinkage_applied": 0,
                            "achieved_service_level_percent": 0,
                            "estimated_agent_shortfall_for_target_service_level": 0,
                            "num_calls": 0,
                            "num_agents": 0,
                            "erlang_required_agents": 0
                        }
                    ]
                }
            }
        ]
    },
    "diagnostics": [
        {
            "level": "INFORMATION",
            "code": "GENERAL",
            "message": "string",
            "source_entity": {
                "parent_sid": 0,
                "parent_type": "CALL_CENTER_NODE"
            }
        }
    ]
}

🟢200Success