ListAdherenceAgentStates

Gets the agent states for the given @wfm_agent_sids from the given @start_datetime to the @end_datetime
or the current time if not set (start time not inclusive, end time inclusive).
Agent states will be grouped by wfm_agent_sid and ordered by date in ascending order.
It also returns the latest datetime amongst all the states returned.
It can also include the violations against the published schedule for each of the requested agents if @include_violations is set to True.
Errors:

grpc.Invalid: arguments in the request are invalid.

grpc.Internal: error occurs when getting the states.

Request

Authorization

Provide your bearer token in the

Authorization

header when making requests to protected resources.

Example:

Authorization: Bearer ********************

Body Params application/json

Request message for the ListAdherenceAgentStates RPC.

start_datetime

string <date-time>

start_datetime

optional

The datetime to start getting agent states from - not inclusive.

Examples:

1s1.000340012s

end_datetime

string <date-time>

end_datetime

optional

An optional parameter - inclusive.
If set, all agent states will be retrieved until the given @end_datetime.
If not set, they will be retrieved until the current time.

Examples:

1s1.000340012s

include_violations

boolean

include_violations

optional

Wheather or not to include violations between the agent states of the given @wfm_agent_sids and
their respecitive published schedule shifts.

wfm_agent_sids

array[integer <int64> | string]

wfm_agent_sids

optional

ID of the wfm agents to get the agent states for.
All IDs must be for TCN agents.

Example

{
  "start_datetime": "1s",
  "end_datetime": "1s",
  "include_violations": true,
  "wfm_agent_sids": [
    0
  ]
}

Request samples

Shell

JavaScript

Java

Swift

PHP

Python

HTTP

Objective-C

Ruby

OCaml

Dart

Responses

🟢200OK

application/json

Success

Body

Response message for the ListAdherenceAgentStates RPC.

latest_agent_state_datetime

string <date-time>

latest_agent_state_datetime

optional

Lastest datetime found amongst all the returned states.
If no agent states are returned, this date will be set to the @start_datetime from the request.
This value should be used as input to this function whenever the next set of agent states is desired.

Examples:

1s1.000340012s

agent_states

object

agent_states

optional

The found agent states, grouped by wfm_agent_sid and ordered in ascending order by start_datetime.
Key: @wfm_agent_sid - Value: List of agent states that the agent has.
If zero states are found for a given agent, that key will not be included in the resulting map.

Additional properties

object (AdherenceAgentStates)

value

optional

Bundle of agent states, used when returned as a bundle in a map.

agent_state_violations

object

agent_state_violations

optional

The violations found, grouped by wfm_agent_sid and ordered in ascending order by start_datetime.
Key: @wfm_agent_sid - Value: List of agent state violations that the agent has.
If zero violations are found for a given agent, that key will not be included in the resulting map.
Only set when @include_violations is True.

Additional properties

object (AdherenceAgentStateViolations)

value

optional

Bundle of agent state violations, used when returned as a bundle in a map.

diagnostics

array[object (Diagnostic) {4}]

diagnostics

optional

Any diagnostics encountered when getting the agent states or violations.

level

enum<string>

level

optional

The diagnostic level describes the class of the diagnostic message.

Allowed values:

INFORMATIONSUGGESTIONWARNINGDIAGNOSTIC_ERRORINTERNAL_ERROR

code

enum<string>

code

optional

A code to describe the diagnostic when possible. Default value of General when a more specific code is not available.

Allowed values:

GENERALOKNO_SKILLS_IN_DICTIONARYAGENT_HAS_NO_SKILL_PROFICIENCIESAGENT_HAS_NO_SKILLSNO_SCHEDULING_ACTIVITIES_FOR_CONSTRAINT_RULESSCHEDULING_ACTIVITY_FOR_CONSTRAINT_RULE_NOT_FOUNDSHIFT_TEMPLATE_CANNOT_BE_NONESHIFT_TEMPLATE_HAS_NO_PLACEMENT_RULESNO_ONCALL_IN_SHIFT_TEMPLATE_PLACEMENT_RULESMIN_GT_MAX_DURATION_IN_SHIFT_TEMPLATE_PLACEMENT_RULESMIN_GT_MAX_AGENTS_IN_SHIFT_TEMPLATENO_PLACEMENT_RULES_FOR_SHIFT_TEMPLATEACTIVITIES_SHORTER_THAN_SHIFTNOT_ENOUGH_AGENTS_FOR_SHIFTPROGRAM_HAS_NO_AGENT_GROUPSPROGRAM_HAS_NO_SHIFT_TEMPLATESLOCATION_HAS_NO_PROGRAMSCLIENT_HAS_NO_LOCATIONSCALL_CENTER_HAS_NO_CLIENTSPROGRAM_HAS_INVALID_PARENT_LOCATIONLOCATION_HAS_INVALID_PARENT_CLIENTCLIENT_HAS_INVALID_PARENT_CALL_CENTERAGENT_GROUP_HAS_INVALID_PARENT_NODESHIFT_TEMPLATE_HAS_INVALID_PARENT_PROGRAMNO_SKILL_PROFICIENCY_FOR_MIN_SKILL_PROFICIENCY_CONSTRAINT_RULETOO_MANY_AGENTS_WITH_LOCKED_SHIFTS_FOR_MIN_AGENTSAGENT_DOES_NOT_BELONG_TO_AN_AGENT_GROUPINVALID_CONSTRAINT_VAL_UNITSCONSTRAINT_GENERAL_FAILURECANDIDATE_SHIFT_COLLISION_DETECTEDCANDIDATE_SHIFT_AGENT_NOT_AVAILABLECANDIDATE_CLOSEDCONSTRAINT_ACTIVITY_NOT_FOUNDCONSTRAINT_AGENT_DOES_NOT_HAVE_PROFICIENCYCONSTRAINT_AGENT_PROFICIENCY_TOO_LOWCONSTRAINT_MAX_TOTAL_ON_FAILURECONSTRAINT_MIN_TOTAL_ON_FAILURECONSTRAINT_MAX_TOTAL_OFF_FAILURECONSTRAINT_MIN_TOTAL_OFF_FAILURECONSTRAINT_MAX_CONSEC_ON_FAILURECONSTRAINT_MIN_CONSEC_ON_FAILURECONSTRAINT_MAX_CONSEC_OFF_FAILURECONSTRAINT_MIN_CONSEC_OFF_FAILURECONSTRAINT_CANNOT_HAVE_DAY_WEEK_MONTH_YEAR_SHIFT__PER_SHIFTCONSTRAINT_CANNOT_HAVE_DAY_WEEK_MONTH_YEAR__PER_MINUTES_HOURSCONSTRAINT_CONSECUTIVE_SHIFTS_RULE_NOT_ALLOWEDCONSTRAINT_WITH_LARGER_PERIOD_PER_SMALL_PERIOD_NOT_ALLOWEDCONSTRAINT_MIN_MAX_OFF_TIME_FOR_SHIFTS_NOT_ALLOWEDCONSTRAINT_CANNOT_HAVE_CONSECUTIVE_TIME_PER_MULTIPLE_SHIFTSCANNOT_GENERATE_TOUR_PATTERNS_FOR_NON_TOUR_SHIFT_TEMPLATETOUR_PATTERNS_NEEDED_TO_SCHEDULE_TOURSHIFT_TEMPLATE_ACTIVITY_PLACEMENT_MIN_MAX_MUST_BE_MULTIPLE_OF_5_MINUTESNO_SHIFT_TEMPLATE_ACTIVITY_PLACEMENT_SEQUENCES_MATCH_SHIFT_MIN_MAX_WIDTHINVALID_TOUR_PATTERNINVALID_TOUR_AGENT_COLLECTIONINVALID_TOUR_SHIFT_INSTANCE_CONFIGINVALID_TOUR_SHIFT_SEGMENT_CONFIGTOUR_SHIFT_SEGMENT_CONFIG_OVERLAPTOUR_SHIFT_SEGMENT_CONFIG_DOES_NOT_FITTOUR_SHIFT_INSTANCE_CONFIG_OVERLAPWEEK_PATTERN_NUMBERS_NOT_UNIQUE_IN_TOUR_WEEK_PATTERNSWFM_AGENT_SIDS_NOT_UNIQUE_IN_TOUR_AGENT_COLLECTIONSFIST_WEEK_PATTERN_NUMBERS_NOT_UNIQUE_IN_TOUR_AGENT_COLLECTIONSFIRST_WEEK_PATTERN_NUMBERS_NOT_FOUND_IN_TOUR_WEEK_PATTERNSSHIFT_TEMPLATE_HAS_NO_ASSOCIATED_SCHEDULING_AGENT_GROUPSATTEMPT_TO_BUILD_SCHEDULES_FOR_INVALID_PARENT_NODESCHEDULABLE_AGENTS_DO_NOT_MEET_TEMPLATE_MINIMUMSCHEDULABLE_AGENTS_DO_NOT_MEET_TEMPLATE_MAXIMUMNO_OPEN_TIMES_SET_OR_INHERITED_BY_PROGRAMTOUR_AGENT_COLLECTIONS_NEEDED_TO_SCHEDULE_TOURNO_PREDICTED_CALLS_IN_SCHEDULING_RANGESHIFT_TEMPLATE_MIN_WIDTH_DOW_MISMATCH

source_entity

object (ParentEntity)

source_entity

optional

The entity that the diagnostic was built in reference to.

message

string

message

optional

The message detailing the diagnostic.

Example

{
  "latest_agent_state_datetime": "1s",
  "agent_states": {
    "property1": {
      "agent_states": [
        {
          "start_datetime": "1s",
          "adm_states": [
            "UNSPECIFIED"
          ],
          "pause_code": "string",
          "wfm_agent_sid": 0
        }
      ]
    },
    "property2": {
      "agent_states": [
        {
          "start_datetime": "1s",
          "adm_states": [
            "UNSPECIFIED"
          ],
          "pause_code": "string",
          "wfm_agent_sid": 0
        }
      ]
    }
  },
  "agent_state_violations": {
    "property1": {
      "violations": [
        {
          "start_datetime": "1s",
          "expected_rtm_states": [
            "UNSPECIFIED"
          ],
          "expected_pause_code": "string",
          "actual_rtm_states": [
            "UNSPECIFIED"
          ],
          "actual_pause_code": "string",
          "violation_duration_seconds": 0,
          "resolution_comment": "string",
          "resolved_by_user_id": "string",
          "wfm_agent_sid": 0,
          "expected_pause_codes": [
            "string"
          ],
          "adherence_agent_state_violation_id": 0,
          "expected_scheduling_activity_sid": 0,
          "expected_reason_code_id": 0,
          "actual_scheduling_activity_sid": 0,
          "actual_reason_code_id": 0,
          "resolved_activity_sid": 0,
          "resolved_reason_code_id": 0
        }
      ]
    },
    "property2": {
      "violations": [
        {
          "start_datetime": "1s",
          "expected_rtm_states": [
            "UNSPECIFIED"
          ],
          "expected_pause_code": "string",
          "actual_rtm_states": [
            "UNSPECIFIED"
          ],
          "actual_pause_code": "string",
          "violation_duration_seconds": 0,
          "resolution_comment": "string",
          "resolved_by_user_id": "string",
          "wfm_agent_sid": 0,
          "expected_pause_codes": [
            "string"
          ],
          "adherence_agent_state_violation_id": 0,
          "expected_scheduling_activity_sid": 0,
          "expected_reason_code_id": 0,
          "actual_scheduling_activity_sid": 0,
          "actual_reason_code_id": 0,
          "resolved_activity_sid": 0,
          "resolved_reason_code_id": 0
        }
      ]
    }
  },
  "diagnostics": [
    {
      "level": "INFORMATION",
      "code": "GENERAL",
      "source_entity": {
        "parent_type": "CALL_CENTER_NODE",
        "parent_sid": 0
      },
      "message": "string"
    }
  ]
}

🔴500Server Error