Workflow for the Verint WFM integration


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

The following is a common workflow using the Verint WFM historical integration.

  1. PureCloud processes information and generates reports.
    1. PureCloud starts processing information based on the interval set in the connector configuration in PureCloud. For more information, see Add a Verint WFM integration.
    2. PureCloud generates reports based on the information for the interval and stores these reports in the cloud. 
  2. PureCloud sends the location of the reports to the connector.
  3. The connector downloads the reports and puts them in the shared output directory.
  4. The WFM vendor retrieves the reports from the shared output directory.

Workflow for the Verint WFM historical connector

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

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

The following are common startup and post-startup workflows using the Verint WFM RTA integration.

Upon startup

  1. The WFM vendor connects to the connector.
  2. The connector requests initial user presences from PureCloud.
  3. PureCloud sends presence information to the connector.
  4. The connector relays the presence information to the WFM vendor.

workflow for Verint WFM RTA integration upon startup

After startup

  1. When the agent’s presence changes, this information is sent to PureCloud. 
  2. PureCloud sends presence information to the connector.
  3. The connector relays the presence information to the WFM vendor.

workflow for Verint WFM RTA integration after startup

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