Dialpad WFM API (Formerly Surfboard) (1.0.0)

Download OpenAPI specification:

This is the API specification for Dialpad WFM. Our API is JSON-encoded and follows a REST style.

Authentication

To access the API, you can reach out to your customer success manager who will provide you securely with an access token which is valid for one year.

This token should be included in any requests you make to Surfboard’s API in the Authorization header in 'bearer token' format, like so:

curl 'https://api.teamsurfboard.com/api/v1/...' \
  -H 'Authorization: Bearer ...'

API requests without authentication will fail.

Rate limiting

The API enforces a rate limit of 60 requests per minute to ensure stability. Once this limit is exceeded, the API will respond with a status code of 429.

Versioning

Over time, new endpoints will be made available and existing endpoints may evolve, but backwards compability will be maintained. Fields will not be removed from response payloads, but new fields may be added to existing endpoints.

Any backwards-incompatible changes will be made in a new version of the API, and existing versions will remain functional.

Get schedule

Returns the published schedule within the specified date range.

query Parameters

start required	string Example: start=2024-06-25T00:00:00.000Z A date string in RFC 3339 format.
end required	string Example: end=2024-06-25T00:00:00.000Z A date string in RFC 3339 format.
page[size]	number Default: 100 The maximum number of entities to be returned in one response.
page[after]	string The pagination cursor to be used for the next response. If a response has more than one page, the full URL for the next page (including the appropriate page[after] parameter) will be included in the /links/next field in the response payload.

Responses

Response samples

200
400
401
429
500

Content type

application/json

{"data": [{"type": "shift",
"surfer": {"id": "1",
"email": "john.doe@example.com"
},
"interval": {"start": "2024-06-25T09:00:00.000Z",
"end": "2024-06-25T17:00:00.000Z"
},
"shiftTemplate": {"id": "7",
"name": "Regular nine to five"
},
"taskSchedule": [{"interval": {"start": "2024-06-25T09:00:00.000Z",
"end": "2024-06-25T12:00:00.000Z"
},
"task": {"type": "activity",
"id": "10",
"name": "Phones",
"ticketGroups": [{"id": "100",
"name": "General Support",
"connectedTicketingSystem": "zendesk"
}
]
}
},
{"interval": {"start": "2024-06-25T12:00:00.000Z",
"end": "2024-06-25T13:00:00.000Z"
},
"task": {"type": "break",
"id": "20",
"name": "Lunch"
}
},
{"interval": {"start": "2024-06-25T13:00:00.000Z",
"end": "2024-06-25T16:30:00.000Z"
},
"task": {"type": "activity",
"id": "11",
"name": "Email",
"ticketGroups": [{"id": "101",
"name": "VIP Support",
"connectedTicketingSystem": "zendesk"
}
]
}
},
{"interval": {"start": "2024-06-25T16:30:00.000Z",
"end": "2024-06-25T17:00:00.000Z"
},
"task": {"type": "blocked-time",
"name": "Team Meeting"
}
}
]
},
{"type": "time-off",
"subtype": "Holiday",
"remoteSubtype": "Annual Leave",
"surfer": {"id": "2",
"email": "jane.smith@example.com"
},
"interval": {"start": "2024-06-25T00:00:00.000Z",
"end": "2024-06-25T23:59:59.999Z"
}
}
],
"links": {"self": "https://api.teamsurfboard.com/api/v1/schedule?start=2024-06-25T00:00:00.000Z&end=2024-06-25T23:59:59.999Z&page[size]=100",
"next": null
}
}

Get detailed agent metrics

Returns detailed performance metrics for agents with pagination support.

query Parameters

start required	string Example: start=2024-06-25T00:00:00.000Z A date string in RFC 3339 format.
end required	string Example: end=2024-06-25T00:00:00.000Z A date string in RFC 3339 format.
emails	string Optional comma-separated list of agent emails to filter by
limit	number Default: 500 Maximum number of records to return (default: 500, max: 500)
cursor	string Pagination cursor for retrieving the next set of results

Responses

Response samples

200
400
401
429
500

Content type

application/json

{"items": [{"interval": {"start": "2024-06-25T00:00:00.000Z",
"end": "2024-06-25T23:59:59.999Z"
},
"agent": {"name": "John Doe",
"email": "john.doe@example.com"
},
"scheduled_hours": 8.5,
"utilisation": 0.75,
"total_conversations_closed": 15,
"conversations_closed_per_hour": 2.5,
"conversations_closed_per_service_hour": 3.2,
"time_on_task": 0.85,
"occupancy": 0.78,
"time_in_adherence": 25200,
"time_out_of_adherence": 1800,
"time_in_exception": 900,
"adherence_score": 92.5,
"timeInAdherence": {"seconds": 1200,
"percentage": 1
},
"timeOutOfAdherence": {"seconds": 0,
"percentage": 0
},
"timeInException": {"seconds": 0,
"percentage": 0
},
"adherenceScore": 1
}
],
"cursor": "string"
}

Get detailed activity metrics

Returns detailed performance metrics for activities with pagination support.

query Parameters

start required	string Example: start=2024-06-25T00:00:00.000Z A date string in RFC 3339 format.
end required	string Example: end=2024-06-25T00:00:00.000Z A date string in RFC 3339 format.
emails	string Optional comma-separated list of agent emails to filter by
limit	number Default: 500 Maximum number of records to return (default: 500, max: 500)
cursor	string Pagination cursor for retrieving the next set of results

Responses

Response samples

200
400
401
429
500

Content type

application/json

{"items": [{"interval": {"start": "2024-06-25T00:00:00.000Z",
"end": "2024-06-25T23:59:59.999Z"
},
"activity": {"name": "Phones",
"type": "activity"
},
"scheduled_hours": 6.5,
"time_on_task": 0.78,
"conversations_opened": 12,
"conversations_commented_on": 18,
"conversations_on_hold": 3,
"conversations_closed": 10,
"average_interaction_time": 240,
"average_conversation_time": 420,
"wrong_task_snapshots": 2,
"conversations_closed_per_hour": 1.8
}
],
"cursor": "string"
}

(DEPRECATED) Get agent metrics

Please use the GET /metrics/agent endpoint instead. Returns performance metrics for specified agents within a date range.

query Parameters

start required	string Example: start=2024-06-25T00:00:00.000Z A date string in RFC 3339 format.
end required	string Example: end=2024-06-25T00:00:00.000Z A date string in RFC 3339 format.
timezone	string Default: "Etc/UTC" Example: timezone=America/New_York IANA timezone identifier to get response metrics in
emails	string Optional comma-separated list of agent emails to filter by
includeDeletedSurfers	boolean Example: includeDeletedSurfers=true Include deleted surfers in the response

Responses

Response samples

200
400
401
429
500

Content type

application/json

[{"agent": "John Doe",
"agentEmail": "john.doe@example.com",
"data": [{"date": "2024-06-25",
"scheduledHours": 8,
"utilisation": "50.5%",
"totalConversationsClosed": 10,
"conversationsClosedPerHour": 10,
"conversationsClosedPerServiceHour": 10,
"timeOnTask": "50.5%",
"occupancy": "50.5%"
},
{"date": "2024-06-26",
"scheduledHours": 8,
"utilisation": "45.5%",
"totalConversationsClosed": 10,
"conversationsClosedPerHour": 10,
"conversationsClosedPerServiceHour": 10,
"timeOnTask": "50.5%",
"occupancy": "45.5%"
}
]
},
{"agent": "Jane Smith",
"agentEmail": "jane.smith@example.com",
"data": [{"date": "2024-06-25",
"scheduledHours": 8,
"utilisation": "50.5%",
"totalConversationsClosed": 10,
"conversationsClosedPerHour": 10,
"conversationsClosedPerServiceHour": 10,
"timeOnTask": "50.5%",
"occupancy": "50.5%"
},
{"date": "2024-06-26",
"scheduledHours": 8,
"utilisation": "45.5%",
"totalConversationsClosed": 10,
"conversationsClosedPerHour": 10,
"conversationsClosedPerServiceHour": 10,
"timeOnTask": "50.5%",
"occupancy": "45.5%"
}
]
}
]

(DEPRECATED) Get activity metrics

Please use the GET /metrics/activity endpoint instead. Returns performance metrics for specified activities within a date range.

query Parameters

start required	string Example: start=2024-06-25T00:00:00.000Z A date string in RFC 3339 format.
end required	string Example: end=2024-06-25T00:00:00.000Z A date string in RFC 3339 format.
emails	string Optional comma-separated list of agent emails to filter by
timezone	string Default: "Etc/UTC" Example: timezone=America/New_York IANA timezone identifier to get response metrics in
includeDeletedSurfers	boolean Example: includeDeletedSurfers=true Include deleted surfers in the response

Responses

Response samples

200
400
401
429
500

Content type

application/json

[{"activity": "Phones",
"activityType": "activity",
"data": [{"date": "2024-06-25",
"scheduledHours": 8,
"timeOnTask": "50.5%",
"conversationsOpened": 10,
"conversationsCommentedOn": 5,
"conversationsOnHold": 2,
"conversationsClosed": 10,
"wrongTaskSnapshots": 1,
"averageInteractionTime": 10,
"averageConversationTime": 10,
"closedPerHour": 10,
"timeInAdherence": {"seconds": 0,
"percentage": 0
},
"timeOutOfAdherence": {"seconds": 0,
"percentage": 0
},
"timeInException": {"seconds": 0,
"percentage": 0
},
"adherenceScore": 0
},
{"date": "2024-06-26",
"scheduledHours": 8,
"timeOnTask": "45.5%",
"conversationsOpened": 10,
"conversationsCommentedOn": 5,
"conversationsOnHold": 2,
"conversationsClosed": 10,
"wrongTaskSnapshots": 1,
"averageInteractionTime": 10,
"averageConversationTime": 10,
"closedPerHour": 10,
"timeInAdherence": {"seconds": 0,
"percentage": 0
},
"timeOutOfAdherence": {"seconds": 0,
"percentage": 0
},
"timeInException": {"seconds": 0,
"percentage": 0
},
"adherenceScore": 0
}
]
}
]