How agent data for QM, Analytics, Insights, and Performance Management syncs between the ACD and Calabrio ONE

Calabrio ONE assumes that every user imported from the ACD to Calabrio ONE is an agent. As a result, it creates a user record and a user profile and assigns the agent role to the user. Some ACDs can assign the supervisor role to users, and that role is assigned to the user in Calabrio ONE.

When someone changes user data in the ACD, the Sync service detects it and makes several changes in Calabrio ONE. The following table summarizes these changes.

IMPORTANT   Agent data synchronization behavior varies by integration. For details on how agent data syncs for a specific integration, see the corresponding integration guide on the Success Center.

Change in the ACD Resulting Change in Calabrio ONE
New agent is added

New agent is added. Specifically, the Sync service:

  • Applies the ACD agent first and last name to the Calabrio ONE agent first and last name.
  • Applies the ACD login ID to the Calabrio ONE Employee ID and ACD ID. You can change the Employee ID but not the ACD ID. Changing the Employee ID has no effect on the ACD login ID.
  • Sets the Calabrio ONE start dates for the company and department to the current date.

  • Assigns the corresponding team to the agent as the agent’s team.

    NOTE   If the ACD does not have a team assigned to the agent, you can manually assign a team to the agent in Calabrio ONE.

Agent’s first or last name is changed

Agent’s first or last name is changed.

Agent is deleted

Agent status is set to Inactive.