How the Verint WFM integration works


Note: This article applies to the Verint WFM historical integration and the Verint WFM RTA integration.

At scheduled intervals, the Verint WFM historical integration pulls historical data, which you specify in the connector configuration, from PureCloud. For more information about the connector configuration, see Add a Verint WFM integration.

This historical data contains information about agent activities and calls, emails, and chats handled. The integration performs calculations on this data. The integration can generate four types of reports using these calculations:

  • Agent Productivity Report

    This report contains both information about agent activities and calls, emails, and chats handled by agents.

  • Call Statistics Report

    This report contains information about calls handled based on queues.

  • Email Statistics Report

    This report contains information about emails handled based on queues.

  • Chat Statistics Report

    This report contains information about chats handled based on queues.

After generating the reports, the integration sends them to a shared output directory for Verint to access.

Note: Depending on issues encountered with the connector, the Bridge Server, or the network, the integration only stores up to 30 days of reports or sends 1,000 reports to the shared output directory.

For more information about the reports, see Reports for the Verint WFM historical integration.

Agent IDs

To support multiple ACDs, agent IDs must be unique across all ACDs in the network.

In communications or reports, the agent IDs are abbreviated to the first 23 characters (plus 1 null character). For example, john.william.smith@acme.com becomes john.william.smith@acme.

For more information, see the specifications in Verint's Workforce Management Generic Interfaces and Adapters Guide.

Agent presence reporting

Because of the way PureCloud allows for multiple logins and handles session management, the WFM integration does not count an agent as being logged in until the agent goes on queue (row highlighted in yellow). Any secondary presence that you create (Lunch) maps to the same Verint status (Logged Out) as the primary presence in PureCloud (Meal). 

The following table shows the mapping between presences in PureCloud and statuses in Verint.

PureCloud presence Verint status
Available Logged Out
Away Logged Out
Break Logged Out
Busy Logged Out
Meal Logged Out
Meeting Logged Out
On Queue Logged In
On Queue (Idle) Logged In (Available)
On Queue (Interacting) Logged In (Available)
On Queue (Not Responding) Logged In (Unavailable)
Training Logged Out

For more information, see Concepts, Workflow, and Networking components.

For more information about the integration, see About the Verint WFM historical integration.

Verint generates a schedule for your agents to follow. The Verint WFM RTA integration is designed to help Verint track agent compliance to this schedule.

The integration maps PureCloud presences to corresponding Verint status codes and then monitors PureCloud for any agent presence changes. When changes are detected, the integration alerts Verint about the changes. Contact center management can then use this information to measure agent compliance to the schedule.

Agent IDs

To support multiple ACDs, agent IDs must be unique across all ACDs in the network.

In communications or reports, the agent IDs are abbreviated to the first 23 characters (plus 1 null character). For example, john.william.smith@acme.com becomes john.william.smith@acme.

For more information, see the specifications in Verint's Workforce Management Generic Interfaces and Adapters Guide.

Agent presence reporting

When an agent changes from any PureCloud presence to another PureCloud presence, the integration sends a message based on the status code that you configured in the connector configuration. For more information, see Add a Verint WFM integration.

When an agent changes from any PureCloud presence to Offline (logged out of PureCloud), the integration sends a logged out message.

When an agent changes from Offline to any PureCloud presence, the integration sends a logged in message and a message based on the status code for the PureCloud presence. 

PureCloud presence change Message sent
PureCloud presence > PureCloud presence {PureCloud presence}
PureCloud presence > Offline Logged out
Offline > PureCloud presence Logged in, {PureCloud presence} 

When an agent goes On Queue and is either idle or interacting, the integration sends a message based on the status code for On Queue. When an agent is On Queue but does not respond to an alerting interaction, the integration sends a message based on the status code for Not Responding. 

On Queue activity Message sent
On Queue (Idle) On Queue
On Queue (Interacting) On Queue
On Queue (Not Responding) Not Responding

When you add an agent to a queue, if the agent is Offline, then the integration sends a logged out message. If the agent is any other status, then the integration sends a logged in message. When you remove an agent from a queue, the integration sends a logged out message. 

Queue change PureCloud presence Message sent
Agent added to a queue Offline Logged out
Agent added to a queue Any PureCloud presence except Offline Logged in
Agent removed from a queue Any PureCloud presence Logged out
Note: Because Out of Office is not a PureCloud presence and does not modify an agent’s status, the integration does not send a message. Genesys recommends that agents first change their status to an appropriate status such as Away before turning on Out of Office.

For more information about the integration, see About the Verint WFM RTA integration.