Contact Center has a standard integration with Calabrio that meets the requirements defined by Calabrio. Contact Center clients must have a Calabrio account purchased directly from Calabrio. When integration is complete, Contact Center will send data to Calabrio in two ways: Real Time Agent Data, and Interaction Detail Records.
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Interaction records are split into voice calls, chats, and emails channels. The records include the date and time of the interaction, wait time, talk time, queue name, handling agent name, and so on. This data is sent in 15-minute intervals. Calabrio compiles these interaction records for forecasting purposes.
Connection requirementsRequirements
In order to establish an integration with Calabrio, Contact Center requires from Calabrio or the Contact Center client:
Real-Time Feed
Service URL
Source ID
Platform Type ID
Authentication Key
Interaction Data
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Important: Each channel will have
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its own URL and credentials
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. Prove one set per channel
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used.
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API Base URL
API Username
API Password
Submission Process
To complete the integration, send the Connection Requirements as listed in this document to ccaasonb@intermedia.com if you have not commenced billing. If your account is already live, send the completed form to support@intermedia.com.
The Contact Center team will configure and engage the integration within five FIVE (5) business days.