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.
Real Time Agent Data
Contact Center will send Agent data as it happens. This is event-driven data. When an Agent logs in, Contact Center will send an event to Calabrio that includes the Agent details and the login event. Calabrio will match the details with its agent database and register the Agent as logged in. As the Agent changes status and receives interactions, Contact Center will send further events to Calabrio for the general purposes of Real Time Agent Management.
Interaction Detail Records
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 requirements
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 (Each channel will have it’s own URL and credentials, please provide one set per channel being used.)
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 business days.