Use the WFM API to implement example use cases such as:
\nImporting queue statistics from a telephony data source to create WFM forecasts.
\nImporting agent events from a telephony data source to track agent adherence to scheduled shifts.
\nConnecting with external HR systems for automated agent provisioning.
\nExporting WFM data for KPI monitoring or custom reporting systems.
\nThis tells the server that the body of the request is formatted like a URL query string.
\n"}],"body":{"mode":"urlencoded","urlencoded":[{"key":"client_id","value":"{{client_id}}","description":"Alphanumeric, e.g. 12345-oregano-678
\n"},{"key":"client_secret","value":"{{client_secret}}","description":"Strong secret, e.g. y6pU65Cj7nbxh8nqPKj9jueLG0ArxLH1zaNKweBUq
\n"},{"key":"scope","value":"{{scope}}","description":"TENANT_ID is an integer, USER_ID is optional and usually not required for integrations. Copy it exactly as in the OIDC config. e.g. wfm:172
\n"},{"key":"grant_type","value":"client_credentials","description":"For this value, use \"client_credentials\" without the quotes.
\n"}]},"url":"{{auth_url}}","description":"Retrieve the bearer token to pass to other requests. A successful request returns:
\n{\n \"access_token\": \"eyJhbGciOiJFUzI1NiIsInR5cCI6IkpXVCJ9...\",\n \"expires_in\": 900,\n \"token_type\": \"Bearer\",\n \"scope\": \"wfm\"\n}\n\nPuzzel APIs use OAuth 2.0 Client Credentials Flow for secure, machine-to-machine authentication via Puzzel ID. To authenticate, you must:
\nConfigure an OIDC client in your Puzzel organization settings.
\nGenerate a client ID and client secret.
\nRequest an access token from the Puzzel ID token endpoint using your credentials and required scopes.
\nReference: https://help.puzzel.com/api-documentation/using-puzzel-id-access-tokens
\nNOTE:
\nFor customers that have their system in the UK, the authentication URL (normally https://app.puzzel.com/id/connect/token ) should be changed to: https://appuk.puzzel.com/id/connect/token
\n","_postman_id":"fbdc6bfd-aa13-4811-a624-b2a6e8c6a29d","auth":{"type":"bearer","bearer":{"token":"{{access_token}}"},"isInherited":true,"source":{"_postman_id":"777040f8-05ce-4192-b824-6f827b992db0","id":"777040f8-05ce-4192-b824-6f827b992db0","name":"WFM API","type":"collection"}}},{"name":"Queue Stats Integration","item":[{"name":"Import Queue Stats Interval Data","id":"ee102545-87fe-47e9-a10f-245583e35879","request":{"method":"POST","header":[{"key":"Content-Type","value":"application/json"},{"key":"Accept","value":"text/plain"}],"body":{"mode":"raw","raw":"[\n {\n \"interval\": \"2024-12-22T13:45:00.000Z\",\n \"offered\": 24,\n \"queue\": \"string\",\n \"handled\": 19,\n \"abandoned\": 5,\n \"serviceLevel\": 57.64,\n \"aht\": 567.93,\n \"asa\": 876.47,\n \"backlog\": 12\n },\n {\n \"interval\": \"2024-12-22T14:00:00.000Z\",\n \"offered\": 33,\n \"queue\": \"string\",\n \"handled\": 31,\n \"abandoned\": 2,\n \"serviceLevel\": 78.92,\n \"aht\": 116.64,\n \"asa\": 67.89,\n \"backlog\": 0\n }\n]","options":{"raw":{"language":"json"}}},"url":"{{baseUrl}}/api/import/queuestats?timezone=UTC","description":"interval : datetime, parsed, best to use ISO 8601 format.
offered : integer
queue : string, must exist as a queue name or alias, otherwise data is ignored.
handled : integer
abandoned : integer
serviceLevel : float/real
aht : float/real
asa : float/real
backlog : integer, applicable to email queues only.
The Queue Stats API imports historical queue statistics data, organized in 15-minute intervals aligned with each 15-minute mark (e.g., 00:00, 00:15, 00:30, 00:45).
\nAcceptance criteria for Interval Timestamp:
\nIntervals must be exactly on the 15-minute mark
\nIntervals must be after 1 Jan 1970
\nIntervals must not more than 2 months in the future (done for demo purposes)
\nThe timezone parameter must match a valid TimeZoneInfo ID from the .NET framework, such as \"Pacific Standard Time\", \"Central European Standard Time\". DST offsets will be calculated correctly if applicable. If no timezone is specified, UTC will be assumed by default.
\nData is mapped to queues by their name or alias as configured in the Planner portal under Settings > Queues & Skills > [Select Queue] > Name | Alias.
\nSwagger documentation is also available: https://wfmintegration.puzzel.com/api/import/queuestats/swagger/index.html
\n","_postman_id":"d4bc489f-ae25-44ca-994e-d862cf8bc67a","auth":{"type":"bearer","bearer":{"token":"{{access_token}}"},"isInherited":true,"source":{"_postman_id":"777040f8-05ce-4192-b824-6f827b992db0","id":"777040f8-05ce-4192-b824-6f827b992db0","name":"WFM API","type":"collection"}}},{"name":"Agent Adherence Integration","item":[{"name":"Import Agent Adherence Event Data","id":"1d8e48a9-daa0-4b0a-8a4f-7925fcf9a8a3","request":{"method":"POST","header":[{"key":"Content-Type","value":"application/json"},{"key":"Accept","value":"text/plain"}],"body":{"mode":"raw","raw":"{\n \"events\": [\n {\n \"agentId\": \"string\",\n \"eventCode\": \"string\",\n \"eventTime\": \"2025-04-24T17:01:41.590Z\",\n \"eventReason\": \"string\"\n },\n {\n \"agentId\": \"string\",\n \"eventCode\": \"string\",\n \"eventTime\": \"2025-07-23T04:23:11.801Z\",\n \"eventReason\": \"string\"\n }\n ],\n \"sourceName\": \"string\"\n}","options":{"raw":{"language":"json"}}},"url":"{{baseUrl}}/api/import/adherence","description":"agentId : string, mapped to the data source's identifier in the agent's profile under Realtime Sources
eventTime : datetimeoffset
eventCode : string
eventReason : string
Each unique combination of eventCode+eventReason is mapped to a WFM activity.
\n","auth":{"type":"bearer","bearer":{"token":"{{access_token}}"},"isInherited":true,"source":{"_postman_id":"777040f8-05ce-4192-b824-6f827b992db0","id":"777040f8-05ce-4192-b824-6f827b992db0","name":"WFM API","type":"collection"}},"urlObject":{"path":["api","import","adherence"],"host":["{{baseUrl}}"],"query":[],"variable":[]}},"response":[{"id":"1e326c39-ef1c-4eb7-ac46-28316bd360fa","name":"Success","originalRequest":{"method":"POST","header":[{"key":"Content-Type","value":"application/json"},{"key":"Authorization","value":"The Agent Adherence API imports agent state events, which are mapped to activities for the specified agent based on the source configuration.
\nConfigure activity mapping in the Planner portal under Settings > Realtime Sources > [Source Kebab Menu] > Activity Mapping.
Set up agent ID mapping in the Planner portal under People > Agents > [Select Agent] > Realtime Sources > ID on Source.
Agents can be configured across multiple sources (e.g., email and phone systems), with activities mapped on a first-come, first-served basis.
\nSwagger documentation is also available: https://wfmintegration.puzzel.com/api/import/adherence/swagger/index.html
\n","_postman_id":"0e79b28a-aa8d-413f-888d-cdb694c0342a","auth":{"type":"bearer","bearer":{"token":"{{access_token}}"},"isInherited":true,"source":{"_postman_id":"777040f8-05ce-4192-b824-6f827b992db0","id":"777040f8-05ce-4192-b824-6f827b992db0","name":"WFM API","type":"collection"}}},{"name":"Forecasting","item":[{"name":"Historic Forecast Statistics","id":"e3fc6ba1-8d23-4b6a-a10d-09856ad96ce4","request":{"method":"GET","header":[],"url":"{{baseUrl}}/api/v1.0/report/forecaststats?startDate=Returns historic (actual) queue interval statistics. Whether columns are populated will depend on the data manually imported or fed by an integration.
\n","auth":{"type":"bearer","bearer":{"token":"{{access_token}}"},"isInherited":true,"source":{"_postman_id":"777040f8-05ce-4192-b824-6f827b992db0","id":"777040f8-05ce-4192-b824-6f827b992db0","name":"WFM API","type":"collection"}},"urlObject":{"path":["api","v1.0","report","forecaststats"],"host":["{{baseUrl}}"],"query":[{"key":"startDate","value":"Forecasting is the process of predicting future staffing needs based on historical data. A forecast usually consists of aggregates of several weeks of historical (actual) queue interval statistics (Contact Volume and Average Handle Time).
\n","_postman_id":"f55d4afc-da50-441a-a0ac-e9f4fb3d848e","auth":{"type":"bearer","bearer":{"token":"{{access_token}}"},"isInherited":true,"source":{"_postman_id":"777040f8-05ce-4192-b824-6f827b992db0","id":"777040f8-05ce-4192-b824-6f827b992db0","name":"WFM API","type":"collection"}}},{"name":"Scheduling","item":[{"name":"Calendar Activity","item":[{"name":"Get Calendar Activities By Agent","id":"771f0b56-7106-479f-a1e5-e2b80a8c8520","request":{"method":"GET","header":[{"key":"Accept","value":"text/plain"}],"url":"{{baseUrl}}/api/calendaractivity?OrderBy=(Required)
\n","type":"text/plain"},"type":"any","value":"34346084","key":"activityId"}]}},"response":[{"id":"2f6b1453-82df-4935-9398-f9e46134c8ff","name":"Success","originalRequest":{"method":"DELETE","header":[{"key":"Authorization","value":"(Required)
\n","type":"text/plain"},"type":"any","value":"34346084","key":"campaignId"}]}},"response":[{"id":"90d73854-1a73-40d9-8074-61665a68b560","name":"Success","originalRequest":{"method":"GET","header":[{"key":"Authorization","value":"(Required)
\n","type":"text/plain"},"type":"any","value":"34346084","key":"agentId"}]}},"response":[{"id":"7089e4f1-67a4-4b1b-a7ff-52bdced4f6d5","name":"Success","originalRequest":{"method":"GET","header":[{"key":"Authorization","value":"