WFM Custom API

[PFCCWA]

Hello,
We are trying to reduce the time spent updating the WFM Intra day schedule with exceptions/time off/meetings/meal changes etc.  Currently this involves agents or supervisor notifying WFM administrators with such information which is then keyed into the intra-day schedule.

Genesys have suggested this will be addressed with some form of automation in future releases but users should consider custom API's in the mean time.
I'm not sure where to start here, Genesys documentation suggests using .Net or java but as newbie that doesnt mean a lot.

Ideally if we want to create an API which would involve the agents and supervisor using the application to update their exceptions/time offs/meetings without administrator involvement.

Is this possible? And if so where would I start?
Thanks,
WA

[René]

Hi,

I haven't seen WFM for a while but I think that at least some of your requests could be solved using out-of-box functionality. I mean using WFM Web and WFM Supervisor with restricted rights. Have you tried that?

About WFM API... I would recommend you to start with reading the document "Workforce Management 7.x WFM Integration API Developer's Guide". You can find there description of architecture, how it work, list of provided services and comments to sample codes that comes with WFM API.

R.