How do I provide feedback for the WFM Public API EAP?

Hi Samanta Velho - Is there any images on the article you sent or something wrong with the file?

Hi Jahn,

I just sent you a new file that does not have any redering issues. Please check and let me know if everything's okay.

Thanks!

Hi,

Today I had the chance to review the documentation, and the feedback I can give is that I'd like it to be more complete and have more endpoints. For example, some things I find missing are:

• Agents with Tymeshift active: extracting lists, creating new ones, etc.
• Information about which team, location, and workstreams team members belong to, and the ability to make updates.
• Workstreams, general tasks, time off reasons: getting lists, creating, and updating.

Let me know if you need further details!

Hi Rosa Lopez!

Thanks for your feedback, we appreciate it. 
The endpoints referred by you that are now missing on our WFM API, are owned by other Product Managers on the WFM organization but , I will add them to this thread so that they are aware of your input. 
 

CC: @maksym11, @rita12  @tiago12 please note Rosa's feedback shared here!

Thanks!

@samanta11  Here's some quick feedback that I have from the time I spent integrating this API into our data cube.

• Doesn't make a lot of sense to have the relationships inside the Reports endpoint data.  Those are static so essentially the endpoint is returning redundant data on every page.  This is super inefficient for both the requester and Zendesk having to process extra data.  It seems like this would be better suited to be sent via a separate endpoint so that the requester can decide if they want that information refresh, and only once not once for every page in the report.
• Only being able to pull one day at a time worked well for me, especially since my data pulls are automated.  Sure, it takes a bit of time to seed the data cube but moving forward shouldn't be an issue.  What was a bit unclear was why the API wouldn't let me pull data from today though.  Ideally, I would want to set my automation up to pull the current day.  To be able to report on real time data.
• This is probably outside the scope of this EAP but I'd be great to see some more endpoints dealing with creating and reporting on time-off requests.  We love the time-off request system in Zendesk and would like to hook it into Paycom to update time cards with approved time off requests.

Hi Chris,

Thank you for all the feedback you provided! I’m glad to hear that it aligns with the insights we’ve been receiving from other early access participants. Here’s a bit more detail on your points:

1. Relationships in the Reports Endpoint: We’ve received similar feedback regarding the relationships in the Reports endpoint. One of the planned improvements is to create a user management endpoint that will contain the user data currently available only in the relationships section. Additionally, we’re looking to develop endpoints for workstreams and general task information, which will help ensure everything can be properly mapped. We’re still discussing when we can start working on these improvements, so we don’t have an ETA just yet.
2. Data Pulls and Real-Time Data: We’ve noted that many participants in the early access program would like the ability to collect more than one day of data. The ability to pull real-time data is also on our roadmap. We’re working to understand the most pressing needs and prioritize improvements accordingly.
3. Time-Off Requests: This is related to both the WFM Public API and our integrations work. We’re currently developing a time-off endpoint in the WFM Public API and working on an integration with an HRIS system (though it’s not Paycom). Once we have that integration up and running, we’ll be looking into other possible integrations, and the process should be quicker due to the learnings from our first integration.
   
   CC: @maksym11 @rita12 @tiago12 @joanna16 Copying my colleagues that work with other areas of our Product so that they are also aware of your feedback.

Thanks again for your valuable input! If you have any more thoughts or questions, feel free to share.

Best,
Samanta

Hi,

We’ve just started using the two endpoints available in the EAP to collect data for our data warehouse, and we noticed that some key data is missing — data that’s very important for our internal controls and to build custom metrics:

• Endpoint with Active Users in WFM: We currently manage our headcount through WFM, using data like team leader, workstreams, locations, group, among others. Having this data available via API would be extremely helpful for us.
• Endpoint with Agent Schedules: Besides tracking what activities were performed, we also monitor what was scheduled for the agent versus what was actually done on the day. For that, having a way to export agent schedules via API would be essential.

Let me know if you need any more details.

Other than that, both available endpoints have already been super useful for us.

Thanks!

Hello @natasha13 ,

thank you for using our early access features and for your feedback. 

I can provide an update for the scheduling endpoint (GET Shifts). We plan to work on this endpoint in Q3 2025, so it's pretty close to becoming available. 

My colleagues will follow up about the active users endpoint. 

Thanks!

Hi @natasha13,

Thanks for your feedback. Currently there's no clear ETA for an endpoint with Active Users in WFM. We'll take your feedback into account when analyzing our teams' priorities. As a workaround,  you can get that info on the WFM User Management area and also export a CSV file with that info.

Hi,

Thank you for the responses to my previous comment. I'd like to take the opportunity to share some additional feedback regarding the API usage:

• Audit/Change Log Endpoint: It would be helpful to have an endpoint that provides access to audit data, including the date of each change, the user responsible, and the specific configurations that were modified—similar to what is currently available in the tool’s Audit page. This would be especially useful for us to determine when we need to reprocess data from the Activities, Reports, or in the future, from the Schedules endpoint.
• Pagination on the Reports Endpoint: The current pagination limit of 100 results per page makes data retrieval inefficient, especially for reports based on analytical views such as tickets and tickets per agent, which can easily exceed 10,000 records. In our case, we are currently processing reports that return around 15,000 results, requiring over 100 requests to the same endpoint daily—excluding any historical reprocessing. It would be a significant improvement to have pagination similar to the Activities endpoint, which allows 1,000 results per page, as this would enhance performance and reduce API consumption.

Thanks,

Hi Natasha Caldas de Oliveira,

Thanks again for your additional feedback. Regarding the pagination limit on the Reports endpoint, as I mentioned in the email, we understand the challenge and have already added this request to our roadmap for future improvements. While we don't have a precise timeline yet, please be assured that increasing pagination limits is a priority for us to improve performance and reduce API calls.

Best regards,
Samanta

Hello,

I'm trying to use this WFM API to pull data from some of our custom report templates in the platform. I was advised to use this endpoint to do so: /v1/reports/{templateId}/data.

I've been trying to use this endpoint, even manually testing through the documentation here: WFM Public API docs. However, where I'm running into an issue is with the {templateId} parameter. For example, I'm trying to get data for one of our custom templates titled “Tier 1”. I've tried putting in “Tier 1” and “Tier%201” for the {templateId} parameter in the API url but I'm getting an error. Based on the error message below, it seems I need to use the uuid of the report template instead of the name of the template. I'm unsure how to get the uuid of the report template and can't find anything about this in the documentation. Could you advise how to find the uuid of the template so that I can continue feasibility testing for this API?

Requesting: https://[REDACTED].zendesk.com/wfm/public/api/v1/reports/Tier 1/data?startTime=1762837201&endTime=1762837201

Error 422 - {"message":{"templateId":["Invalid uuid","Template with this ID does not exists"]},"success":false}

Logan - You need to use the report ID from the URL of the report.  If you open and run your report in Zendesk WFM you can pull the UUID from the URL that it loads.  I've been using this successfully since it was first released.  
 

Here's a screenshot example:

HI all, 

Sorry if this is a repeat anywhere, late the to party :) . For the reporting, my team has really been asking for future dated information around forecasting and time off. Are we currently limited to what is actually pulling in the reporting section or can we look to future dates and get that information from the api?

Starting today the reports API has started to give a 500 error, I have also noticed a typo in the documentation meaning that “Try it now” is also broken. 

https://z3nwfm.zendesk.com/wfm/l5/public-api/docs#/Reports/7def158f4e9fb3ba5117f552aff754ec

It says endTIme instead of endTime.  I am not sure if this is connected.