Genesys will deprecate the historical adherence route across management units and replace it with new bulk routes when all customers complete migration, whichever happens first.

This route is still commonly used, but will be deprecated to deter new adoption of the old route as Genesys works toward transitioning over to the newer, bulk routes. The rate limit of the deprecated route will be lower, but for existing users that currently call the deprecated route above the new rate limit, Genesys will not change their rate limit.

For new users, as this route is being deprecated and removed, Genesys recommends that you use the new bulk POST and GET routes.

Use of the old query route often resulted in the service being rate limited, slowing down the process, and delaying results across the board. The new API allows developers to make fewer and more efficient requests for historical agent schedule adherence. This change should create more consistent response times.

The current endpoint, POST /api/v2/workforcemanagement/adherence/historical is replaced by:

• POST /api/v2/workforcemanagement/adherence/historical/bulk
• GET /api/v2/workforcemanagement/adherence/historical/bulk/jobs/{jobId}

Genesys will discontinue the old query route, which will not support new features with the following changes:

• The new routes group users by management unit in the request rather than an arbitrary list of users.
• Actuals will no longer be returned. If the actuals are needed, they should be queried from analytics.
• You can ask for exceptions with no limitations (previously it was limited based on the number of days requested).
• Explanations will be applied to historical adherence calculations.

Am I affected?

This deprecation affects you if you use the historical adherence query to monitor historical agent schedule adherence. 

How can I prepare for this deprecation?

Familiarize yourself about the use of new bulk routes with tutorials. Here is a tutorial of how to use the new bulk routes. 

What if I need help or have questions?

Contact My Support.