Extend Calabrio connector to sync Real-Time Adherence (RTA) / historical adherence data
Answered
Connector name: Calabrio connector
Details:
The Calabrio connector currently syncs only the WFM forecasting and scheduling entities: FORECAST_SKILL, SCHEDULE_CHANGE, and their child tables. It does not sync any adherence data, so the actual-agent-state side of WFM never reaches the warehouse. Please extend the connector to cover Calabrio's Real-Time Adherence / historical adherence dataset.
Fields needed, at agent-plus-date grain and at interval/detail grain where available:
- Adherence % (historical adherence)
- Adherence type / state (In / Out / Neutral)
- Time in state (seconds)
- Late for work (seconds)
- The person/agent identifier that maps to the PEOPLE table the connector already syncs, so adherence can join existing dimensions without a separate mapping table
Use case and business impact:
We report agent schedule adherence across [4] sites and roughly [158] agents. We cannot produce these reports today because only the schedule side lands via the connector, not actuals.
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Official comment
Hi Sushmita,
Thank you for detailing the required fields and the impact on adherence reporting across your sites.
We reviewed the Calabrio WFM API documentation, but it does not expose endpoints for retrieving historical adherence or actual agent state data. The available schedule endpoints alone are insufficient to provide the requested metrics.
Could you check with Calabrio whether this data is available through any of its APIs? Please share any relevant API documentation, including the available fields and access requirements, so we can assess the feasibility of extending the connector.
Best,
Syead Mujtaba Imam Rizwi
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