How agent data for QM and Analytics 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.

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.

  • (Five9 only) If the agent has an agent or supervisor role in Five9, assigns the agent to the default agent or supervisor role.

    NOTE   If you assign the agent to a custom role in Calabrio ONE, the agent will be reassigned to the agent role the next time Calabrio ONE syncs with Five9. If you want to permanently assign an agent who was added to Calabrio ONE by syncing with Five9 to a custom role, you must disable sync.

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.