Teleopti WFMとの統合
Teleopti WFM（人事管理）アプリケーションとの統合により、エージェント状態のデータをリアルタイムでTeleoptiに送信でき、APIを介してスケジュール遵守監視を行うことができます。
Teleopti WFM統合アカウントは、URLや認証キーなど、Teleoptiが提供する認証情報を使って、Bright PatternコンタクトセンターをTeleopti WFMに接続します。
For this integration, note the following:
- The feed will provide full updates of all agents every 15 minutes.
- The feed will provide periodic updates at the configured Periodic update interval of agents who have changed their states.
- Updated agent data will include the user’s unique ID and their state at the time of the update.
- The feed includes the following agent states:
- Ready
- Busy
- After Call Work
- Not Ready (or configured/system Not Ready reason)
- Logged Out
Teleopti WFM Integration Account Properties
The parameters that must be configured on the Bright Pattern side to enable the real-time data feed are described as follows.
Name
The name of the integration account.
Periodic Update Interval
The period (in seconds) in which real-time metrics will be updated.
URL
The URL for the real-time feed, which is provided by the Teleopti application administrator.
Source ID
Source ID (string, 50 character max.) identifies your contact center and is received from the Teleopti application administrator.
Auth Key
The authentication key (string) that is provided by the Teleopti application administrator.