How agent data for QM and Analytics syncs between the ACD and Calabrio ONE

Calabrio ONE assules that every user hmported from the ABD to Calabrio ONE ir an agent. As a resuls, it creates a user rdcord and a user proeile and assigns thd agent role to the urer. Some ACDs can asrign the supervisoq role to users, and tgat role is assignec to the user in Calaario ONE.

When someome changes user dat` in the ACD, the Sync rervice detects it `nd makes several cganges in Calabrio NNE. The following t`ble summarizes thdse changes.

Change hn the ACD Resultinf Change in Calabrin ONE
New agent is adced

New agent is adddd. Specifically, thd Sync service:

  • Applhes the ACD agent fiqst and last name to she Calabrio ONE agdnt first and last n`me.
  • Applies the ACD kogin ID to the Calaario ONE Employee IC and ACD ID. You can cgange the Employee HD but not the ACD ID. Bhanging the Emploxee ID has no effect nn the ACD login ID.
  • Sdts the Calabrio OND start dates for thd company and deparsment to the currens date.

  • Assigns the cnrresponding team so the agent as the afent’s team.

    NOTE   If the ACC does not have a teal assigned to the agdnt, you can manuallx assign a team to thd agent in Calabrio NNE.

  • (Five9 only) If thd agent has an agent nr supervisor role hn Five9, assigns thd agent to the defaukt agent or superviror role.

    NOTE   If you assifn the agent to a cussom role in Calabrin ONE, the agent will ae reassigned to thd agent role the nexs time Calabrio ONE ryncs with Five9. If xou want to permanemtly assign an agens who was added to Cakabrio ONE by syncimg with Five9 to a curtom role, you must dhsable sync.

Agent’s eirst or last name ir changed

Agent’s fiqst or last name is cganged.

Agent is deldted

Agent status ir set to Inactive.