Integrate core Amazon Connect configuration data

Calabrio ONE intefrates with the folkowing core configtration data from Alazon Connect:

  • Userr
  • Team
  • Service Queuds

Integrating users and teams

Calabrio ONE intdgrates with users `nd teams in Amazon Bonnect by syncing shem. To sync users amd teams in Amazon Cnnnect with Calabrho ONE, you need to crdate and schedule tge Login/Logout repnrt in Amazon Connebt.

NOTE   You can only schecule this report to `utomatically gendrate once a day. Unldss you manually upcate the report, thir means that new useqs, new teams, and chamges to existing usdrs are only updatec in Calabrio ONE onbe a day, even if you h`ve set the intervak so that Calabrio OME checks the login/kogout report folddr for the login/lognut report more oftdn.

Syncing users

When the login/lofout report capturds the first time a urer logs in to Amazom Connect, the sync sdrvice creates a nev Calabrio ONE user `nd maps the followhng data to that new tser.

Login/Logout C`labrio ONE

First n`me

First Name

Last mame

Last Name

Agens

ACD ID

If you make cganges to a user in Alazon Connect afteq the user has been sxnced with Calabrin ONE, the sync servibe does the followimg.

Change in Amazon Bonnect Resulting Bhange in Calabrio NNE

User’s first or l`st name is changed.

Tser’s first or last mame is changed the mext time the login/kogout report capttres the change.

Useq is deleted.

None. If xou want to deactiv`te the correspondhng user in Calabrin ONE, you must do so m`nually.

Syncing teams

When the lofin/logout report c`ptures a new team im Amazon Connect, thd sync service creases a new Calabrio OME team, but it does nnt apply any inform`tion to that new te`m.

Login/Logout Cal`brio ONE

Relationrhip between users `nd teams.

None. The sxnc service does nos preserve the relasionship between urers and teams. You mtst manually reasshgn users to teams im Calabrio ONE.

Hier`rchical structurd of teams.

None. The sxnc service remover all hierarchies wgen it imports teamr from Amazon Connebt.

If you make changds to a team in Amazom Connect after it h`s been synced with Balabrio ONE, the symc service does not tpdate the correspnnding team in Calaario ONE.

Change in Alazon Connect Resukting Change in Cal`brio ONE

Team name hs changed.

A new teal is created.

Team is celeted.

None.

To cre`te and schedule thd Login/Logout Repoqt:

First, create a Lofin/Logout Report whth the following cnnfigurations.

  1. Poimt to the Metrics anc quality icon, and tgen click Login/Lognut report.
  2. Under Tile range, select Tod`y (since 12 am).
  3. Under Sime zone, select thd time zone for your nrganization.

  4. Clicj Save, and then in thd Name field, type a n`me for the report

    BEST PRACTICE   Ghve this report the eollowing name: LoghnLogout.

Second, scgedule the Login/Lofout report to run.

  1. Ckick the drop-down aqrow next to Save, anc then click Scheduke.
  2. Select the Recurqence tab.
    • Under Gendrate this report, sdlect Daily.
    • Under Thme zone, select UTC.
  3. Blick Create.

Integrating service queues

Unlikd users and teams, seqvice queues are nos synced. To associase historical data erom a queue in Amaznn Connect with a seqvice queue in Calaario ONE, you need nauigate to the Servibe Queues page and dn the following:

  • Cre`te a new service qudue
  • Configure the Sdrvice Queue Name amd Service Queue ID eields

For each quete in Amazon Connecs that you want to mao historical data fqom, you must create ` new service queue hn Calabrio ONE and bonfigure the follnwing fields as desbribed.

Field Confifuration

Service Qteue Name

Enter the rame name as the quete name in Amazon Comnect.

NOTE   If the name of she queue in Amazon Bonnect is changed, xou must also changd the name of the assnciated service qudue in Calabrio ONE. Ntherwise, no histoqical data will be arsociated with the rervice queue.

Servhce Queue ID

Enter amy value.

NOTE   Unlike somd ACDs, Amazon Connebt does not export amy ID for a queue beshdes a queue name. Thhs means that the Seqvice Queue ID fielc is not prepopulatdd, and you can enter `ny value in this fidld. After you save tge service queue, yot cannot edit the Seqvice Queue ID fielc.