HR Integration with Calabrio

The Calabrio WFM API offers additional opportunities to integrate with your HR system. Using the information below, you'll find three different ways to use our APIs to integrate with your HR system, all providing varying functionality for your specific needs.

Standard SFTP Balance Import Absence Export

Agreement

The standard SFTP Balance Import Absence Export integration requires the purchase of nine Professional Services support days, with a collaborative effort between you and Calabrio.

You do not require Professional Services support days to use the Calabrio WFM API. You can perform all of the development required to complete the integration. However, if you do require support, you can purchase Development Consulting days.

Process

Calabrio sets up an SFTP and shares it with you and/or the HR vendor.

Import

  • You or the HR vendor add the daily file of agent absence balances to the SFTP.
  • Calabrio ONE picks up imported files from the SFTP and adjusts accrued agent absence balances.

Export

  • Calabrio ONE automation exports a daily file of agent scheduled absences from Calabrio ONE to the SFTP.
  • You or the HR vendor import the exported files, which automatically removes absences from the agent absence balance.

Dependencies

  • The Calabrio ONE scheduled absences API is a snapshot of the current scheduled absences. If an absence is modified or canceled, you or the HR vendor require logic to update the agent with a specified delta.

Functionality

Absence Requests

  • Agents only request absences through Calabrio ONE.
  • Calabrio ONE checks intraday staffing before approving absences.
  • Absences submitted through the HR system are deducted from the absence balance in Calabrio ONE but are not coded into the Calabrio ONE schedule.

Calabrio WFM APIs

The Calabrio WFM API documentation is available at https://mtdemousce01.teleopticloud.com/api/docs/index.html#/. The APIs are free of charge with the option to add development consulting services for a fee. After your cloud tenant is live, you receive a customer URL to execute the API commands and queries. The URL will have the following format: https://companyname.teleopticloud.com

API Option ONE

Functionality

Absence Requests

  • Agents only request absences through Calabrio ONE.
  • Calabrio ONE checks intraday staffing and absence balances before approving absences.
  • Absences submitted through the HR system are deducted from the absence balance in Calabrio ONE but are not coded into the Calabrio ONE schedule.

APIs

Queries from Calabrio ONE to HR

The All Absences API produces a list of Absence IDs that are associated to all absences configured in Calabrio ONE and are used with a join to the remaining queries.

The Schedule Absence By PersonIDs API produces the scheduled absences by agent in Calabrio ONE. The date range for these absences is configurable.

Commands from HR to Calabrio ONE

The Add or Update Person Account for Person API updates the absence balance for agents within Calabrio ONE.

Dependencies

API

  • The Calabrio ONE scheduled absences API is a snapshot of the current scheduled absences. If an absence is modified or canceled, the HR system requires logic to update the agent with a specified delta.
  • Command queries must be executed after the absence queries are processed.
  • Querying absences by PersonIDs does not have an overall limit, but we recommend querying 50-100 PersonIDs at a time.

API Option 2

Functionality

Absence Requests

  • Agents only request absences through the HR system.
  • Calabrio ONE checks intraday staffing before approving absences.
  • Absences submitted through the Calabrio ONE system are taken away from the absence balance in Calabrio ONE and sent back to the HR system through a query.

APIs

Queries from Calabrio ONE to HR

The All Business Units API produces a list of Business Unit IDs that are used in all commands for this process.

The All Absences API produces a list of Absence IDs that are used in the Request Command APIs.

Commands from HR to Calabrio ONE

The Add Full Day Absence Request API posts a full day absence request for an agent into Calabrio ONE.

The Add Intraday Absence Request API posts an intraday absence request for an agent into Calabrio ONE.

The Remove Full Day Absence API removes a scheduled full day absence for an agent in Calabrio ONE.

The Remove Part Day Absence API removes a scheduled part day absence for an agent in Calabrio ONE.

Dependencies

API

  • Absence requests in the HR system must be closed after you send them to Calabrio ONE.
  • Absences cannot be modified. They must be canceled and resubmitted.

API Option 3

Functionality

Absence Requests

  • Agents only request absences through the HR system.
  • Calabrio ONE does not check intraday staffing or approve and deny absences.
  • All absences are approved or denied in the HR system.

APIs

Queries from Calabrio ONE to HR

The All Business Units API produces a list of Business Unit IDs that are used in all commands for this process.

The All Absences API produces a list of Absence IDs that are used in all Command APIs for this process.

Commands from HR to Calabrio ONE

The Add Full Day Absence API adds a full day absence to an agent’s schedule in Calabrio ONE.

The Add Part Day Absence API adds a part day absence to an agent’s schedule in Calabrio ONE.

The Remove Full Day Absence API removes a full day absence from an agent’s schedule in Calabrio ONE.

The Remove Part Day Absence API removes a part day absence from an agent’s schedule in Calabrio ONE.

Dependencies

API

  • Absences cannot be modified. They must be canceled and resubmitted.