Manage WFM integrations

NOTE   Hybrid integrations (integrations with on-premise systems) are view-only. If you want to edit a hybrid integration, contact your account manager.

The Integrations page provides an overview of WFM integrations with external systems, such as Contact Center as a Service (CCaaS) platforms. You can configure several integrations for each platform type, if necessary. If your integrated platform is not listed, contact Professional Services.

NOTE   The number of configurable connectors for the integrations is based on the number of connectors that are provided by your license, plus any connectors that your organization has purchased. Two connectors are always included in the WFM standard offering. If you want to purchase more connectors, contact your account manager.

On the Integration page, there is an integration health banner that displays a color-coded status:

• Green - The last deployment was successful, and the integration is up and running. The deployment status, heartbeat, and activity log are green.

• Red - An exception was detected, even though the heartbeat is green and the deployment status is green.

• Orange - No activity detected, even though the heartbeat is green and the deployment status is green.

• Blue - Deployment is in progress.

• Dark gray - Integration is disabled or was not deployed.

• Light gray - No integration was added.

If you expand an integration panel, you can view the integration ID and the integration URL, if the integration has an endpoint that you need to connect to. You can also view the integration status. The following table provides an overview of the status check terms:

Term	Description
Heartbeat	Indicates if a cloud integration is up and running in Calabrio cloud.
Exception	An error occurred in the integration in recent runs.
Inactive	No action was performed by the integration in recent runs.

The following table provides an overview of the status check icons:

Icon	Description
	The integration was not deployed.
	Deployment in progress.
	Deployment was successful.
	Integration is up and running.
	The integration is not running.
	The deployment failed, or an error occurred during the integration execution.
	No activity detected.
	The integration is disabled.
	Settings were modified but are not yet deployed.

For historical integrations, you can also view the historical integration timezone and the latest import dates for queue statistics, agent statistics, or agent queue statistics, if applicable.

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