Interaction Center Web Services (ICWS)

/icws/{sessionId}/wfm/data

Feature	Version	Obsolete Version
wfm	1

GET

/icws/{sessionId}/wfm/data

Gets a set of WFM data for the logged in agent for a given date range. If no date range is specified, a date range of today through one year from now will be used.

Example: select=schedule,time-off&startUtc=2013-01-31&endUtc=2014-01-31

The valid values for the select attribute (order does not matter) are:

schedule - The response should include the logged in agent's schedule. Note that when a date range is passed in an entire schedule will be returned as long as part of that schedule falls into the requested date range.
time-off - The response should include the logged in agent's time-off requests.
accrual - The response should include the logged in agent's time-off accrual information.
availability - The response should include time-off availability information.
activity-codes - The response should include the set of active activity codes. Note: this set is referenced by schedules, time-off requests, and accrual information.
status-mappings - The response should include the status codes and their related activity type.
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configuration - The response should include the configuration information for the logged in agent.
notifications - The response should include outstanding notifications for the logged in agent.
trade-requests - The response should include the logged in agent's shift trade requests.
trade-matches - The response should include the logged in agent's shift trade matches.
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Feature	Version	Obsolete Version
wfm	1

Request

Parameters

Type

Name

Comments

Header

ININ-ICWS-CSRF-Token

Required

The ININ session token necessary for all calls that require a security or user context.

Header

Required

The session cookie. With the exception of the connection request, all requests must provide a session cookie.

Template

sessionId

Required

The ININ session ID necessary for all calls that require a security or user context.

Query

select

Required

The comma-separated list of data attributes to return.

Query

startUtc

The start datetime for the data request.

Query

endUtc

The end datetime for the data request.

Response

200 - OK

Returns the WFM data for the logged in agent between the (optional) specified dates.

wfmData

Represents the set of WFM data for a user.

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Property

Value

Comments

schedule

Complex Type: versionedScheduleIntervalCollection

Required

An object representing an agent's schedule.

__type

"urn:inin.com:wfm:versionedScheduleIntervalCollection"

Required

The JSON type representing this option.

version

Int

Required

The version for this object.

scheduleIntervals

List [Unbounded]: Complex Type: scheduleInterval

Required

A collection of schedule intervals representing an agent's schedule.

Property type documentation:

Represents a collection of schedule intervals.

List item type documentation:

Represents a time interval in an agent's schedule.

activityType

Enumeration: activityType

The activity type for this schedule interval.

Break

Meal

Meeting

ACD

NonACD

TimeOff

Training

Unavailable

Unscheduled

Vacation

Unknown

startTimeUtc

DateTime

When the schedule interval starts, in UTC time.

endTimeUtc

DateTime

When the schedule interval ends, in UTC time.

isPaidTime

Boolean

Whether this schedule interval represents paid time.

isContiguousTime

Boolean

Whether this schedule interval represents contiguous time.

description

String

The description of this schedule interval.

This property can be null.

activityCodeId

String

The activity code ID for this schedule interval.

isPlanned

Boolean

Whether this schedule interval represents planned time.

isExcused

Boolean

Whether this schedule interval represents excused time.

scheduleIntervalId

String

The unique ID for this object.

scheduleId

String

The ID of the schedule object to which this interval belongs.

namedScheduleId

String

NamedscheduleID of the interval.

Feature	Version	Obsolete Version
wfm	4

timeOff

Complex Type: versionedTimeOffRequestCollection

Required

An object representing time off requests.

__type

"urn:inin.com:wfm:versionedTimeOffRequestCollection"

Required

The JSON type representing this option.

version

Int

Required

The version for this object.

items

List [Unbounded]: Complex Type: timeOffRequest

Required

A collection of time off requests.

Property type documentation:

Represents a collection of time off requests.

List item type documentation:

Represents an agent's request for time off for a contigious range of days.

requestType

Enumeration: timeOffRequestType

The type of this request.

FullDay

PartialDay

All

requestState

Enumeration: timeOffRequestState

The current state of this request.

Pending

Approved

Denied

Canceled

All

1365

lengthInMinutes

Int

The length in minutes for this time off request.

description

String

The description of this time off request.

This property can be null.

startUtc

DateTime

When the requested time off starts, in UTC time.

endUtc

DateTime

When the requested time off ends, in UTC time.

activityCodeId

String

The activity code ID for this time off request.

timeOffRequestId

String

The unique ID for this time off request.

This read only property is used to identify a time off request when updating it via a PUT operation.

cicUserName

String

The user name associated with this time off request.

This is a read only property and can not be changed with PUT or POST operations.

isPaidTime

Boolean

Whether this time off request represents paid time.

This value is set to the isPaidTime value of the activity code during a POST operation. It is treated as a read only property with a PUT operation.

submittedUserId

String

The ID of the user who submitted this request. Note that this isn't always the same as the cicUserName, as a supervisor could submit the request on behalf of the agent.

This is a read only property and can not be changed with PUT or POST operations.

submittedDateTimeUtc

DateTime

When this request was submitted in UTC time.

This is a read only property and can not be changed with PUT or POST operations.

reviewerUserId

String

The ID of the user who reviewed this time off request.

This is a read only property and can not be changed with PUT or POST operations.

reviewedDateTimeUtc

DateTime

When the time off request was reviewed.

This is a read only property and can not be changed with PUT or POST operations.

waitlistReason

Enumeration: waitlistReason

If this request has requestState of "Pending", the reason this time off request is pending.

This is a read only property and can not be changed with PUT or POST operations.

NotWaitlisted

Unknown

ActivityCodeNotPartOfAccrualPlan

AutoApproveDisabled

NotEnoughAccruedHours

NotEnoughAvailableAllotments

UserDoesNotBelongToSchedulingUnit

UserDoesNotBelongToCoverageGroup

NoAllotmentDataExists

InvalidatesApprovedRequestsInFuture

denyReason

Enumeration: denyReason

If this request has requestState of "Denied", the reason this time off request has been denied.

This is a read only property and can not be changed with PUT or POST operations.

NotDenied

Unknown

RequestExceedsWaitlistCap

RequestOnBlackoutDay

RequestOutsideActiveTimeOffPlan

RequestOverlapsWithExistingTOR

availability

Complex Type: versionedTimeOffAvailabilityCollection

Required

A collection of objects representing the availability of time off on specific days.

__type

"urn:inin.com:wfm:versionedTimeOffAvailabilityCollection"

Required

The JSON type representing this option.

version

Int

Required

The version for this object.

items

List [Unbounded]: Complex Type: timeOffAvailability

Required

A collection of time off availability information.

Property type documentation:

Represents a collection of availability information for time off on calendar days within the requested window.

List item type documentation:

Represents the availability information for time off on a specified calendar day.

date

DateTime

The date about which this object contains time off availability information.

availableMinutes

Int

The number of minutes currently available on this day.

waitlistMinutes

Int

The number of minutes currently waitlisted on this day.

isBlackout

Boolean

Whether this day has been marked by the admin to be blacked out.

accrual

Complex Type: versionedTimeOffAccrualCollection

Required

A collection of objects representing the accrual of time off for an agent.

__type

"urn:inin.com:wfm:versionedTimeOffAccrualCollection"

Required

The JSON type representing this option.

version

Int

Required

The version for this object.

items

List [Unbounded]: Complex Type: timeOffAccrual

Required

A collection of time off accrual information.

Property type documentation:

Represents a collection of time off accrual information for an agent.

List item type documentation:

Represents the time-off accrual information for an agent.

name

String

The name of the type of time-off accrued.

codes

List [Unbounded]: String

The activity code IDs for which this accrual amount is valid.

Property type documentation:

Represents a collection of strings.

agentCanSubmitTimeOff

Boolean

Whether the agent can submit time off using the related activity codes.

agentCanSeeAccrualBalance

Boolean

Whether the agent can see the plan balance.

minutesAccrued

Int

The number of minutes of time-off accrued by the agent.

minutesToBeAccruedByEndDate

Int

The number of minutes of time-off to be accrued by the agent by a specific date.

minutesToBeAccruedByEndOfYear

Int

The number of minutes of time-off to be accrued by the agent by the end of the present calendar year.

activityCodes

Complex Type: versionedActivityCodeMap

Required

A map of activity codes to activity code IDs.

__type

"urn:inin.com:wfm:versionedActivityCodeMap"

Required

The JSON type representing this option.

version

Int

Required

The version for this object.

items

Dictionary

Required

A collection of activity code information.

Property type documentation:

Represents a collection of key/value pairs where each key is a string and each value is an ActivityCodeInfo.

[key]

String

Required

The key identifying this pair.

[value]

Complex Type: activityCodeInfo

Required

The value of this pair.

Dictionary value type documentation:

Represents the metadata for an activity code.

activityCodeId

String

The ID for this activity code.

activityType

Enumeration: activityType

The parent activity type associated with this activity code.

Break

Meal

Meeting

ACD

NonACD

TimeOff

Training

Unavailable

Unscheduled

Vacation

Unknown

activityCodeName

String

The name of this activity code.

shortName

String

The short name of this activity code.

isPaidTime

Boolean

Whether this activity code indicates paid time.

isActive

Boolean

Whether this activity code should be allowed on new requests.

lengthInMinutes

Int

The default length in minutes of a time-off request with this activity code.

statusMappings

Complex Type: versionedStatusMap

Required

A collection of status mappings.

__type

"urn:inin.com:wfm:versionedStatusMap"

Required

The JSON type representing this option.

version

Int

Required

The version for this object.

items

Dictionary

Required

A collection of status mappings.

Property type documentation:

Represents a collection of key/value pairs where each key is a string statusID and each value is an ActivityType.

[key]

String

Required

The key identifying this pair.

[value]

Enumeration: activityType

Required

The value of this pair.

Break

Meal

Meeting

ACD

NonACD

TimeOff

Training

Unavailable

Unscheduled

Vacation

Unknown

configuration

Complex Type: agentConfiguration

Required

An object representing configuration information for the agent.

This property can be null.

__type

"urn:inin.com:wfm:agentConfiguration"

Required

The JSON type representing this option.

version

Int

Required

The version for this object.

startDayOfWeek

Enumeration: dayOfWeek

Start day of week to use in calendar views.

Sunday

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

fullTimeEquivalentDayMinutes

Int

The length in minutes of a full-time equivalent day.

fullTimeEquivalentWeekMinutes

Int

The length in minutes of a full-time equivalent week.

minPartialDayTimeOffMinutes

Int

The minimum length in minutes allowed for a partial day time off request.

This property can be null.

maxPartialDayTimeOffMinutes

Int

The maximum length in minutes allowed for a partial day time off request.

This property can be null.

minFullDayTimeOffMinutes

Int

The minimum length in minutes allowed for a full day time off request.

This property can be null.

maxFullDayTimeOffMinutes

Int

The maximum length in minutes allowed for a full day time off request.

This property can be null.

enableShiftTrading

Boolean

Settting that decides if schedule trading feature will be visible to agents.

Feature	Version	Obsolete Version
wfm	4

This property can be null.

minHoursForTradesToBeEffective

Int

Minimum duration required for a shift trade that is created or accepted to be effective.

Feature	Version	Obsolete Version
wfm	4

This property can be null.

minTradedLengthHours

Int

The minium length in hours a shift trade should be created for.

Feature	Version	Obsolete Version
wfm	4

This property can be null.

minContiguousHoursInScheduleAfterTrade

Int

The minimum contiguous hours that should be present in the schedule after trade.

Feature	Version	Obsolete Version
wfm	4

This property can be null.

activityTypeTradeWarnings

List [Unbounded]: Complex Type: activityTypeWarningsForShiftTrade

Map of activity type IDs to warnings for schedule trading.

Feature	Version	Obsolete Version
wfm	4

This property can be null.

Property type documentation:

Represents a collection of activity type IDs and warnings associated with them when used in a schedule that is traded.

List item type documentation:

Represents an map of activity type IDs and warnings associated with them when used in a schedule that is traded.

activityTypeID

String

Required

Activity Type ID.

warningMessage

String

Required

Warning message.

activityTypeIDsThatCannotBeTraded

List [Unbounded]: String

The activity type IDs that cannot be traded.

Feature	Version	Obsolete Version
wfm	4

Property type documentation:

Represents a collection of strings.

notifications

Complex Type: versionedNotificationCollection

Required

A collection of objects representing the outstanding notifications for an agent.

__type

"urn:inin.com:wfm:versionedNotificationCollection"

Required

The JSON type representing this option.

version

Int

Required

The version for this object.

items

List [Unbounded]: Complex Type: notification

Required

A collection of notifications.

Property type documentation:

Represents a collection of notifications for an agent.

List item type documentation:

Represents notification information for an agent.

notificationId

String

The ID for this notification.

itemType

String

The type of item that this notification regards.

notificationType

String

The type of this notification.

itemId

String

The ID of the item regarded by this notification.

tradeRequests

Complex Type: versionedShiftTradeRequestCollection

A collection of objects representing the shift trade requests for an agent.

Feature	Version	Obsolete Version
wfm	4

__type

"urn:inin.com:wfm:versionedShiftTradeRequestCollection"

Required

The JSON type representing this option.

version

Int

Required

The version for this object.

items

List [Unbounded]: Complex Type: shiftTradeRequest

Required

A collection of shift trade requests.

Property type documentation:

Represents a collection of shift trade requests.

List item type documentation:

Represents an agent's request to trade a schedule with another agent.

requestState

Enumeration: tradeRequestState

The current state of this shift trade.

UnMatched

Matched

Denied

Canceled

Expired

All

15015

minStartTimeGivenUtc

DateTime

Minimum schedule start time the agent is giving up in the trade, in UTC time.

minEndTimeGivenUtc

DateTime

Minimum schedule end time the agent is giving up in the trade, in UTC time.

maxStartTimeGivenUtc

DateTime

Maximum schedule start time the agent is giving up in the trade, in UTC time.

maxEndTimeGivenUtc

DateTime

Maximum schedule end time the agent is giving up in the trade, in UTC time.

startTimeAcceptedUtc

DateTime

Schedule start time the agent is taking up in the trade, in UTC time.

endTimeAcceptedUtc

DateTime

Schedule end time the agent is taking up in the trade, in UTC time.

startTimeOfferedUtc

DateTime

Schedule start time the agent is offering in the trade, in UTC time.

endTimeOfferedUtc

DateTime

Schedule end time the agent is offering in the trade, in UTC time.

acceptableTimesToTake

List [Unbounded]: Complex Type: acceptableStartTime

The collection of acceptable start times for the requesting agent.

Property type documentation:

Represents a collection of acceptable start times for a shift trade.

List item type documentation:

Represents an acceptable range of start times for a shift trade.

earliestStartUtc

DateTime

The earliest schedule start time that the requesting agent would accept, in UTC time.

latestStartUtc

DateTime

The earliest latest start time that the requesting agent would accept, in UTC time.

shiftTradeRequestId

String

The unique ID for this shift trade request.

This read only property is used to identify a shift trade request when updating it via a PUT operation.

requestExpirationUtc

DateTime

Time which the trade request expires.

canEditTradeRequest

Boolean

Indicates if the trade request can be edited.

canCancelTradeRequest

Boolean

Indicates if the trade request can be canceled.

matchState

Enumeration: tradeMatchState

The state of the match tied to the request.

PendingForAdminReview

Approved

Denied

Canceled

Expired

All

15015

tradeMatches

Complex Type: versionedShiftTradeMatchCollection

A collection of objects representing the shift trade matches for an agent.

Feature	Version	Obsolete Version
wfm	4

__type

"urn:inin.com:wfm:versionedShiftTradeMatchCollection"

Required

The JSON type representing this option.

version

Int

Required

The version for this object.

items

List [Unbounded]: Complex Type: shiftTradeMatch

Required

A collection of shift trade matches.

Property type documentation:

Represents a collection of shift trade matches.

List item type documentation:

Represents an agent's match to trade a schedule with another agent.

shiftTradeMatchId

String

The unique ID for this shift trade match.

This read only property is used to identify a shift trade match when updating it via a PUT operation.

matchState

Enumeration: tradeMatchState

The current state of this shift trade.

PendingForAdminReview

Approved

Denied

Canceled

Expired

All

15015

startTimeAcceptedUtc

DateTime

Schedule start time the agent is taking up in the trade, in UTC time.

endTimeAcceptedUtc

DateTime

Schedule end time the agent is taking up in the trade, in UTC time.

startTimeOfferedUtc

DateTime

Schedule start time the agent is offering in the trade, in UTC time.

endTimeOfferedUtc

DateTime

Schedule end time the agent is offering in the trade, in UTC time.

canCancelTradeMatch

Boolean

Indicates if the trade match can be canceled.

403 - Forbidden

You do not have rights to the data.

error

Provides additional detail for an error.

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Property

Value

Comments

errorId

String

The error identifier that describes the current error.

message

String

Required

A message that describes the current error.

404 - Not Found

The data does not exist.

error

Provides additional detail for an error.

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Property

Value

Comments

errorId

String

The error identifier that describes the current error.

message

String

Required

A message that describes the current error.

416 - Requested Range Not Satisfiable

The date range specified is not satisfiable.

Feature	Version	Obsolete Version
wfm	2

error

Provides additional detail for an error.

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Property

Value

Comments

errorId

String

The error identifier that describes the current error.

message

String

Required

A message that describes the current error.

400 - Bad Request

The request was invalid. This can occur when the message body is malformed or missing required items. This will also occur if a required header or query string parameter is missing or invalid.

error

Provides additional detail for an error.

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Property

Value

Comments

errorId

String

The error identifier that describes the current error.

message

String

Required

A message that describes the current error.

401 - Unauthorized

The specified session token is missing, invalid, or has expired.

Parameters

Type

Name

Comments

Header

WWW-Authenticate

Required

Indicates that the client needs to authenticate using a custom ICWS scheme, which supports a realm of type ICWS and a location which is the URL at which the client can authenticate. A typical example would be the following.


								WWW-Authenticate: ICWS realm="ICWS" location="/ICWS/connection"

error

Provides additional detail for an error.

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Property

Value

Comments

errorId

String

The error identifier that describes the current error.

message

String

Required

A message that describes the current error.

410 - Gone

This resource has been deprecated and removed from the API.

error

Provides additional detail for an error.

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Property

Value

Comments

errorId

String

The error identifier that describes the current error.

message

String

Required

A message that describes the current error.

500 - Internal Server Error

An unexpected error occurred while processing the request.

error

Provides additional detail for an error.

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Property

Value

Comments

errorId

String

The error identifier that describes the current error.

message

String

Required

A message that describes the current error.

Parameters

Representations

200 - OK

Parameters

403 - Forbidden

Parameters

404 - Not Found

Parameters

416 - Requested Range Not Satisfiable

Parameters

400 - Bad Request

Parameters

401 - Unauthorized

Parameters

410 - Gone

Parameters

500 - Internal Server Error

Parameters