Set Up Users for IEX WFM Integrated

IEX WFM Integrated User Synchronization

  • User synchronization (sync) between your CXone ACD and IEX WFM Integrated is an automated, one-way process.
  • Manual synchronization is not supported.
  • User account additions and changes sync from CXone ACD to IEX WFM every 15 minutes by default. This interval can be changed by your CXone Account Representative if necessary.
  • User sync is enabled at your initial implementation and remains enabled at all times except in special circumstances.

Agents will not be able to see their IEX WFM schedules in MAX if user sync is disabled.

The following table shows CXone ACD user profile attributes and the corresponding IEX WFM Integrated field to which they are synced.

CXone IEX WFM Notes
Agent Number

UUID

ACD Login ID

 The CXone Agent Number is not a customer-defined value. It's the unique numeric identifier assigned by CXone at the time the account is created. It is synced to both the IEX WFM UUID field and the ACD Login ID field associate with the agent's acdID (described later in this table).
Agent First Name

First Name

  
Agent Last Name Last Name  
Agent Email address Email Address The Agent Email Address is also synced to the IEX WFM External ID field. This is to support future use of IEX WFM Single Sign On. Syncing to the External ID field can be disabled, but only for the entire tenant
Agent Activation Date AgentStateDate  
Agent User GUID Personal ID Agent User GUID is an internal CXone value. It syncs to IEX WFM Integrated to support the use of Employee Engagement Manager (EEM). Syncing this field can be disabled if it is not needed, but only for the entire tenant.
ACD ID acdID The CXone ACD ID is associated with the ACD configuration of your tenant. All agents in the same tenant have the same acdID in IEX WFM. If your CXone design calls for more than one ACD tenant to sync to a single IEX WFM tenant, each ACD tenant must have a separate IEX WFM acdID value.
"1" or "2" mu

If an agent in CXone does not appear in IEX WFM Integrated , they are synced to IEX WFM as a new agent and the IEX WFM mu field is set to 1.

If an agent is not in CXone but appears in IEX WFM Integrated, the sync considers them a changed agent and sets the IEX WFM mu field to 2.

These values are hard coded in the user sync process, and are not user-configurable.

IEX WFM Integrated User Account Management

Employee (user) accounts are maintained in your tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment in the CXone cloud. Your IEX WFM Integrated tenant can integrate with multiple CXone ACD tenants. However, you cannot link multiple IEX WFM Integrated tenants to a single CXone tenant. Your CXone Account Representative will discuss the best architecture for your company during your initial implementation.

If you have multiple CXone ACD tenants, each maps to an "acd" in IEX WFM Integrated. Each agent is assumed to work only in a single tenant. The integration does not support combining, summarizing, or unifying individual agent data across CXone ACD tenants.

Set Up CXone Employee Accounts for IEX WFM Integrated

  1. Create an employee account in Admin.
  2. Assign the employee to a team that has the WFM Advanced feature enabled.
  3. If you want the employee to be able to see their IEX WFM Integrated schedule, assign them a role with the WFM > MyZone > View Personal Schedule permission enabled.
  4. Let the employee account information sync to the CXone ACD app. This synchronization process is not the same as that used by IEX WFM Integrated.
  5. Once you see the ACD user profile, configure additional ACD user settings directly in the ACD app.
  6. Let IEX WFM Integrated sync the ACD user profile data from the ACD app.