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WFM Integration

Bright Pattern's workforce management (WFM) integration enables call centers to manage operations through advanced forecasting, dynamic scheduling, real-time adherence, and intelligent automation as well as granting employee flexible autonomy and performance management.


Reference

Common Integration Properties

Every integration account update includes three tabs:

  • General
  • Historical Data Feed
  • Real-Time Data Feed


2022.08.15 Calabrio Admin.Integrations.01.png


Note:

At this time Calabrio is the only non-legacy WFM integration account available. The properties and integration information listed below may change for future integrations.

To integrate with Calabrio, visit BPCC's Calabrio Integration Tutorial.

To integrate with Verint, visit the Verint Integration Tutorial.


Calabrio WFM

General

Locate these properties in the Calabrio integration's General tab.

Type

The WFM application vendor or brand. This information is read-only.

Name

The name of the account. This name is unique within the contact center tenant.

Time zone

All timestamps of the transmitted data are reported in this time zone. The default dropdown setting is the default contact center time zone. Time zones that differ from the default contact center time zone are highlighted.

Report Services

Types of services reported through this integration account.

Services include:

  • Inbound Voice
  • Outbound Voice
  • Chat
  • Email


Calabrio's General tab


Historical Data Feed

Locate these integration properties in the Calabrio integration's Historical Data Feed tab.

Enable historical data feed

Select this checkbox to enable historical data transfer according to the vendor-specific requirements. Deselecting this checkbox on an active account stops the information transfer immediately.

Send forecast data in [ ] min (range 30 - 2880 min)

Enter a time range between 30 minutes and 2,800 minutes to send the historical data after that set amount of time (relative to the end of the reporting interval) for regular forecasting Data will not be transmitted when this field is empty.

Send intraday data in [ ] min (range 30 - 120 min)

Enter a time range between 30 minutes and 120 minutes to send the same historical data after that set amount of time (relative to the end of the reporting interval) for intraday WFM functions. Data will not be transmitted when this field is empty.

Report Types

Type of reports to be included in the account. Report types include:

  • Agent Stat
  • Agent Queue Stat
  • Queue Stat

Delivery

Url

Populate this field with information from the Calabrio application integration instance that is specific for the contact center.

Data source key

Populate this field with information from the Calabrio application integration instance that is specific for the contact center.

Tenant key

Populate this field with information from the Calabrio application integration instance that is specific for the contact center.

Test Connection

Test the capability to connect to the Calabrio application instance using the above values by clicking this button.


Calabrio's Historical Data Feed


Real-Time Data Feed

Locate these integration properties in the Calabrio integration's Real-Time Data Feed tab.

Enable real-time data feed

Select this checkbox to enable the Calabrio WFM real-time data account integration according to vendor-specific requirements. Stop the data transfer of a previously active data account by deselecting this checkbox; the transfer will stop immediately.

Update interval

Enter a number of seconds to define the time between real-time updates about agents who changed their state within the previous update interval.

Default: 10 seconds

Reset interval

Enter a number of hours that defines the time between “global” updates. Global updates include information about all agents, no matter if an agent has changed their state within the previous update interval or not.

Default: 4 hours

Delivery

Url

Populate this field with information from the Calabrio application integration instance that is specific for the contact center.

Source id

Populate this field with information from the Calabrio application integration instance that is specific for the contact center.

Authentication key

Populate this field with information from the Calabrio application integration instance that is specific for the contact center.

Test Connection

Test the connection capability to connect to the Calabrio application instance using the above values by clicking this button.


Calabrio's Real-time Data Feed


Verint Integration

General

Locate these properties in the Verint integration's General tab.

Type

The WFM application vendor or brand. This information is read-only.

Name

The name of the account. This name is unique within the contact center tenant. In this case, it is Verint.

Time zone

All timestamps of the transmitted data are reported in this time zone. The default dropdown setting is the default contact center time zone. Time zones that differ from the default contact center time zone are highlighted.

Report Services

Types of services reported through this integration include:

  • Inbound Voice
  • Outbound Voice
  • Chat
  • Email


General tab of the BP Verint WFM Integration


Historical Data Feed

Locate these integration properties in the Verint integration's Historical Data Feed tab.

Enable historical data feed

Select this checkbox to enable historical data transfer according to the vendor-specific requirements. Deselecting this checkbox on an active account stops the information transfer immediately.

Send forecast data in [ ] min (range 30 - 2880 min)

Enter a time range between 30 minutes and 2,800 minutes to send the historical data after that set amount of time (relative to the end of the reporting interval.) Forecasting data will not be transmitted when this field is empty.

Send intraday data in [ ] min (range 30 - 120 min)

Enter a time range between 30 minutes and 120 minutes to send the same historical data after that set amount of time (relative to the end of the reporting interval) for intraday WFM functions. Data will not be transmitted when this field is empty.

Transport Protocol

Select a radio button to define the transport protocol: FTP or SFTP.

FTP/SFTP Server hostname

Enter the FTP/SFTP server hostname.

Destination folder

Define the destination folder; reports are sent over FTP/SFTP in CSV format. The initial default value this field is the subdomain of the access URL (e.g., “demo” for the tenant “demo.brightpattern.com.”)

FTP username

Enter the FTP username.

FTP password

Enter the FTP password.

Test Connection

Click this button to test the FTP availability.


Historical feed tab of the BP Verint Integration


Real-Time Data Feed

Locate these integration properties in the Verint integration's Real-Time Data Feed tab.

Enable real-time data feed

Select this checkbox to enable the Verint real-time data account integration according to vendor-specific requirements. Stop the data transfer of a previously active data account by deselecting this checkbox; the transfer will stop immediately.

Port

Enter the TCP/IP socket port number on which the server listens. The default value is 12000.

Allowed IP

Enter the allowed IP address of the client. The client address must be a static IP address.


Note:

Data no longer submits to the corresponding endpoint when the real-time data feed, the “WFM Integrations” feature, or the tenant is disabled. The existing connection closes and stops listening on the specified ports.


Real-time tab of the Verint Integration




Legacy WFM Integrations

Integration with the legacy Aspect WFM workforce management applications provides managers with the ability to automatically generate a number of reports used to monitor in real-time an agent's adherence to work schedules. Set up a Legacy Aspect WFM integration account only if you plan to use Aspect WFM for real-time adherence monitoring - it is not necessary, otherwise.

Set up a Aspect WFM integration legacy account only if you plan to use Aspect WFM for real-time adherence monitoring; For more information, please contact Alvaria customer care to configure the Real-Time Adherence server (RTA) Universal interface to receive a data feed. Note that the Unicode checkbox of the Universal interface must be selected (the ASCII option is not supported.) Call centers are allowed one legacy workforce management integration account. New integrations have larger account limits.


Note that you can only have one WFM integration account in your contact center.

WFM Integration Account Properties

Configure these parameters within Bright Pattern Contact Center Administrator to enable the real-time adherence data feed:

Name

Name is the name of the integration account.

Periodic update interval

Periodic update interval is the period (in seconds) with which real-time metrics will be updated.

Protocol

Protocol refers to the communication protocol, which is read-only. Two options are available: TCP (Aspect WFM) and HTTP POST.

TCP (Aspect WFM)

If TCP (Aspect WFM) is selected, the following options appear:

  • Host name - The name or IP address of the host where the Aspect Real-Time Adherence server (RTA) is run
  • Port - The TCP port assigned to the Aspect RTA server on the above host; it must correspond to the port configured on the RTA side
  • Record field sizes - The property that specifies the lengths of the data fields communicated to Aspect RTA; the default values correspond to the default settings of the same fields on the RTA side; if values of these fields are changed on the RTA side, they must be changed accordingly in this property
  • Reason codes mapping (optional) - Aspect WFM only accepts reason codes as numbers; however, Bright Pattern Contact Center software defines reason codes as text. The Reason codes mapping field allows you to configure Not Ready reasons text with numerical reason codes for Aspect WFM reports and real-time reporting within the Aspect WFM configuration.


WFM TCP protocol settings


HTTP POST

If HTTP POST is selected, the following options appear:

  • URL - The unique URL of your Aspect WFM account
  • Token (optional) - The access token for your Aspect WFM account
  • Test connection - This button sends POST with an empty agent and services list
  • Reason codes mapping (optional) - This box allows you to configure Not Ready reasons as numerical codes for Aspect WFM reports.


HTTP POST protocol settings


When enabled, POST is sent to the provided URL. Errors are ignored, and the next request is done after the defined interval.


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