Manage WFM integrations

NOTE   This is a new feature that is not yet generally available. If you would like early access to this feature, contact your Provider Account Manager.

The Integrations page provides an overview of the WFM integrations with external systems, such as Contact Center as a Service platforms (CCaaS), on-premises contact center platforms, human resources management systems, and other import or export systems.

On this page you can configure new WFM integrations, modify existing WFM integrations, and deploy them.

Only a selected number of integrations are shown on this page. If your integrated platform is not listed, it cannot be configured by partners or customers. It requires a project managed by Provider Professional Services.

Prerequisites

  • You have the Super administrator role within WFM.

NOTE    You must configure the historical data integration before you can configure the real-time integration. This is because the agent sync process from the contact center platform relies on historical data collection. All other types of integrations, such as the user import, can be configured in any order.

Page location

WFM > WFM settings > Integrations

Procedure

Configure a new or update an existing integration

  1. Click to configure a new integration, or click to update an existing integration.

  2. For historical data integrations, select the Time zone for your source data.

    NOTE   The time zone is set when a new integration is first configured and it cannot be changed.

  3. Enter the required information in the available fields. Hover over the information icon next to each field and read the description carefully. Default values are, when applicable, shown in the Settings field.

    Go to the integration guide for this integration for detailed information.

  4. Click Save to save your changes.
  5. Once saved, the Deploy button is enabled. Click Deploy to apply the saved changes and start the integration.

NOTE    The deployment process might take up to 5 minutes. Once complete, a green check mark and a message are shown. Hover the mouse pointer over the check mark to show the date and time for the most recent deployment. If a red X is shown instead of a green check mark, contact Provider Support Services.

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