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API - WFM

What is WFM and how to use the related APIs

WFM, or Workforce Management, is a set of routes that help companies plan, manage, and optimize the use of their workforce, aiming for greater efficiency and productivity.

This document will show in a practical and explanatory way how to use the WFM APIs of Omni, which are available at the following link: https://docs-wfm.omni.digitalcontact.cloud/.

Authentication​

To use the WFM API, you must first perform authentication. For this, you need to copy the x-api-key located in the channels menu within Omni. After that, simply click the “Copy API Key” button, as shown in the screenshot below:

Copiar x_api_key

With the key copied, you need to access the WFM APIs through this link: https://docs-wfm.omni.digitalcontact.cloud/.
After that, simply click the Authorize button, paste the key into the api_key field, and click the Authorize button below the field.

See the screenshots with the step-by-step process below:

Colar x_api_key 1

Colar x_api_key 2

For the "/user/deactivate" and "/user/activate" routes, it is necessary to perform another authentication process, which will be explained below.

Login - For using the user/deactivate and user/activate routes

To log in, select the "/user/login/api" route and click the "Try it out" button. As shown in the screenshot below:

Acessando a rota de login

Now, enter your Omni user email and password and click Execute:

Inserindo o email e senha do usuário

After that, copy the token that will appear just below. As shown in the image below:

Copiar o token

With the token copied, simply go back to the authorization menu, type Bearer and paste the token right after, in the APITokenKeyHeader field.
To finish, just click the Authorize button.

Efetuando a autenticação

chats-dashboard - Chat Dashboard by Agent​

The chats-dashboard route returns the data of agents who are linked to chat attendances. This route requires only one variable: the organization ID in Omni. After the request is made, the API will return a set of information for each agent. Below is the definition of each returned attribute:

  • Agent
    • User alias
  • User_short_name
    • User name
  • Capacity
    • Maximum number of inbound attendances
  • Status
    • Agent’s state at the time of the query. It will show whether the user is offline, available, or in pause.
  • Service
    • List of services linked to the agent
  • Attendance
    • Lists the interactions being handled by the agent
    • Status
      • State of the interaction, normal or holding for interactions in the holding process
    • Service
      • Name of the service of the interaction
    • Protocol
      • Interaction protocol
    • TCA
      • Time the client has been waiting for the agent’s response.
        • This indicator counts the time since the client sent the response and is waiting for the agent’s reply, and the count resets upon agent interaction or attendance transfer by service.
        • Transfers by agent will not reset the indicator counter.

Transfers by agent will not reset the indicator counter.

To access this route, simply go to the /dashboard/chats-dashboard field and click the “Try it out” button:

Acessar rota de chats-dashboard

After entering the data, simply click the Execute button located just below the panel:

Executar a requisição chats-dashboard

Here is an example of the return from the chats-dashboard API:

Exemplo de retorno chats-dashboard

deactivate - User Deactivation​

This route is used to deactivate a specific user based on name, email, or CPF. The route expects four variables, of which only two are mandatory. Below is the explanation:

  • Name
    • Name of the user to be deactivated. It can be left empty if the email or CPF field is filled.
  • Email
    • Email of the user to be deactivated. It can be left empty if the name or CPF field is filled.
  • Organization
    • The ID of the organization to which the user to be deactivated is linked. If the field remains null or empty, the ID of the organization of the user making the request will be used.
  • CPF
    • CPF of the user to be deactivated. It can be left empty if the email or name field is filled.

To access this route, simply go to the user/deactivate field and click the “Try it out” button:

Acessar rota de user/deactivate

After entering the data, simply click the Execute button located just below the panel:

Executar a requisição user/deactivate

Here is an example of the return from the user/deactivate route:

Exemplo de retorno user/deactivate

activate - User Activation​

This route is used to activate a specific user based on name, email, or CPF. The route expects four variables. Below is the explanation:

  • Name
    • Name of the user to be activated. It can be left empty if the email or CPF field is filled.
  • Email
    • Email of the user to be activated. It can be left empty if the name or CPF field is filled.
  • Organization
    • The ID of the organization to which the user to be activated is linked. If the field remains null or empty, the ID of the organization of the user making the request will be used.
  • CPF
    • CPF of the user to be activated. It can be left empty if the email or name field is filled.

To access this route, simply go to the user/activate field and click the “Try it out” button:

Acessar rota de user/activate

After entering the data, simply click the Execute button located just below the panel:

Executar a requisição user/activate

Here is an example of the return from the user/activate route:

Exemplo de retorno user/activate

chat-services - Digital Attendance Dashboard​

This route returns all consolidated data about attendances, both total indices and separated by service. The route expects four variables, explained below:

  • organization_id
    • Organization ID, mandatory field
  • service_id
    • Service ID, if filtering by service is needed. Since this field is not mandatory, it can be left empty
  • user_id
    • User ID, if filtering by user is needed. Since this field is not mandatory, it can be left empty
  • media_filter
    • Type of media of the attendances to be filtered. Valid media types: chat, email, and WhatsApp.

After the request is made, the API will return a set of information for each service and attendance, according to the defined filter. Below is the definition of each returned attribute:

  • Queue
    • Total number of attendances in queue
  • Received
    • Total number of interactions received during the day
  • Sessions
    • Total number of sessions in attendance
  • Finished_sessions
    • Total number of attendances completed during the day
  • Current_chats
    • Total number of clients in attendance
  • Chat_aht
    • Average Handling Time, the average duration of attendances
  • Chat_tmr
    • Average response time, the average time the agent takes to reply to the client
  • Chat_tmr1
    • Average first response time, the average time the agent took to send the first reply
  • Total_available
    • Sum of the total attendance capacity of agents who are online
  • Total_slots
    • Total number of attendance slots already filled
  • _logged
    • Total number of agents who are online
  • _countAvailable
    • Total number of agents available
  • _countPaused
    • Total number of agents in pause
  • _countTalking
    • Total number of agents in a call (voice attendances only)
  • Offline
    • Total number of agents who are offline
  • Services
    • Service
      • Service name
    • Chat_tm1r
      • Average first response time
    • Chat_aht
      • Average Handling Time
    • Chat_tmr
      • Average response time
    • Attended
      • Number of interactions attended or currently being attended
    • Received
      • Total number of attendances received during the current day
    • Finished
      • Total number of interactions finished during the current day
    • Total_available
      • Sum of the total attendance capacity of agents online for the given service
    • In_attendance
      • Number of interactions in attendance for the given service
    • Queue
      • Number of interactions in queue for the given service
    • Logged
      • Total number of agents linked to the service who are online
    • CountAvailable
      • Total number of agents linked to the service who are available
    • CountPaused
      • Total number of agents linked to the service who are in pause
    • CountTalking
      • Total number of agents linked to the service who are in a call (voice attendances only)
    • Offline
      • Total number of agents linked to the service who are offline
    • MIN_TIME
      • Shortest time an interaction remained in the queue
    • AVG_TIME
      • Average time interactions remained in the queue
    • MAX_TIME
      • Longest waiting time of an interaction in the queue
  • Chat_queue
    • List with detailed information about the attendance queue by service
    • Service
      • Service name
    • Client
      • Client name or identifier in the queue
    • Status_client
      • Current status of the attendance (online or offline)
    • Status_chat
      • Chat status — "0" for Holding and "1" for Online
    • Time_queue
      • Total time the client has been waiting in the queue (format HH:MM:SS)

To access this route, simply go to the /dashboard/chats-dashboard field and click the “Try it out” button:

Acessar rota de chats-services

After entering the data, simply click the Execute button located just below the panel:

Executar a requisição chats-services

Here is an example of the return from the chats-dashboard API:

Exemplo de retorno chats-services