Synchronize agent data
for QM and Analytics
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:
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.