Unlocking Data Potential: Automating WFM Processes with APIs

I use Application Programming Interfaces (APIs) far more than the WFM and contact center platform itself because they allow for seamless automation and enhanced data insights.

We’ve all experienced the tedium of checking a queue’s capacity or running daily reports—tasks that may take just five to ten minutes each but accumulate into days of lost productivity when multiplied by numerous tasks over the course of a month. With APIs, you can chain multiple endpoints from both the WFM and contact center systems to create a holistic view of capacity. For instance, if you want to compare queue interval data with interval shrinkage, occupancy, and supply side information, you no longer need to run multiple reports and manually merge them in a spreadsheet. Instead, you write the code once, schedule it, and let a Slack bot deliver an integrated view of the information.

Furthermore, leveraging technology through APIs creates time and resource efficiencies. Some contact centers employ dozens to hundreds of real-time analysts to monitor queues and adjust queues based on capacity. By automating these processes through APIs, you can programmatically trigger actions when thresholds are met, such as moving tickets between queues or updating associate schedules. This not only keeps the WFM team lean but also preserves their nimbleness. As WFM teams expand, internal communications slow, and misinterpretations can lead to friction and longer task completion times, ultimately reducing the impact of the WFM team.

Lastly, there are two major methods that WFM teams traditionally use to house contact center and WFM data. One method involves running multiple reports in the WFM system, copying the data, and storing it in internal sheets or an access database. This method often leads to data constraints that hinder analysis. The second method involves partnering with Data Engineering and Business Intelligence teams. Ideally, these adjacent departments would extract, transform, and load data exactly to the WFM department’s specifications. However, this process is typically elongated, involving extensive documentation and numerous revisions. Even once the requirements are finalized, the data pipeline might need to go through several iterations. By learning how to extract data directly from API endpoints, you gain complete control over creating data pipelines tailored to your business needs. This approach saves time, resources, and frustration for all stakeholders.

Using APIs not only streamlines operational tasks but also empowers WFM and contact center teams with precision data management and automation. By replacing labor-intensive manual processes API focused solutions, WFM departments can boost productivity, maintain nimbleness in operations, and significantly reduce the risk of miscommunication.