Non-CXone Mpower ACDs

CXone MpowerWFM supports integration with Non-CXone ACDs through the Mpower WFM Engagement Hub. This low-code, centralized solution enables real-time and historical data exchange between CXone WFM and third-party ACDs or their APIs.

The integration supports:

  • Historical data in 15-minute or 30-minute intervals

  • Real-time data for agent states of 3 seconds or more

  • Supports the When Contact Ended (WCE) Paradigm

    The True to Interval (TTI) Paradigm is not supported.

  • Push and pull data protocols

  • Queue reports

  • Agent queue reports

  • Agent performance and activity data

Currently, integration is in place for Avaya CMS via the Engagement Hub. Additional integrations will be announced in future releases.

For detailed information on each ACD, refer to its dedicated page below. Each page provides instructions for downloading and installing web adaptors and configuring the APIs.

  • Avaya CMS via Engagement Hub

Additional ACD Integrations beyond Avaya CMS are available via Java SDK and NICE Advanced Services:

The SDK includes a suite of APIs, consumed via a Java-based platform, that facilitates real-time and historical data transfer from non-CXone Mpower ACDs to CXone MpowerWFM. These APIs enable you to:

  • Handle API authentication.

  • Retrieve the non-CXone Mpower ACD details.

  • Receive and process intraday and skill historical data.

  • Receive and process agent activity report data.

  • Receive and process agent state data.

  • Monitor the connection between the ACD and CXone MpowerWFM.

The integration supports 15 minutes of historical data and near real-time data for agent states of 3 seconds or more. It also supports the When Contact Ended (WCE) Paradigm but does not support the True to Interval (TTI) Paradigm.

The SDK does not support the creation of Employees, Scheduling Units, and/or mapping the Employees to SUs, creating WEM Skills, and mapping them to ACD Skills, and performing anyWFM setup, including creating Activity Codes, mapping the ACD Events. To do the setup, refer the links below:

APIs in Non-CXone Mpower ACD

Non-CXone Mpower ACDs are integrated with CXone Mpower WFM through a Software Development Kit (SDK). This SDK comes equipped with APIs. These APIs facilitate the transfer of real-time and historical data from non-CXone Mpower ACDs to CXone Mpower WFM. This process occurs seamlessly, ensuring efficient data flow and integration.

Authentication API

This API gets an access token for authentication.

var(--codeSnippetCopyLabel) 
{
  "tenantName": "string",
  "accessKeyTokenRequest": {
    "accessKeyId": "string",
    "accessKeySecret": "string"
  }
}

Example value

var(--codeSnippetCopyLabel) 
{
"accessKeyTokenRequest": {
"accessKeyId": "ICIK6JQHUUZANCQ====",
"accessKeySecret": "3MMUKO7PCQ===="
}
}

Responses

var(--codeSnippetCopyLabel) 
{
"id_token": "",
"token_type": "Bearer",
"expires_in": 3600,
"refresh_token": "",
"access_token": ""
}


This API gets a refresh token for authentication.

var(--codeSnippetCopyLabel) 
{
  "token": "string",
  "updateCookie": true,
  "toggleEnabled": true
}

Example value

var(--codeSnippetCopyLabel) 
{
"token": "use refresh token value from previous token request",
"updateCookie": true,
"toggleEnabled": false
}

Responses

var(--codeSnippetCopyLabel) 
{
"token": "",
"tokenExpirationTimeSec": 3600,
"refreshToken": "",
"refreshTokenExpirationTimeSec": 7200,
"sessionId": null
}

Report APIs

This API gets the agent activity report.

var(--codeSnippetCopyLabel) 
{
  "acdType": "string",
  "reportVersion": "string",
  "startDate": "string",
  "endDate": "string",
  "reportData": [
    {
      "agentValue": "string",
      "agentId": "string",
      "userName": "string",
      "agentActivity": [
        {
          "state": "string",
          "startTime": "string",
          "duration": 0,
          "reason": "string"
        }
      ]
    }
  ]
}

Example value

var(--codeSnippetCopyLabel) 
{
"acdType": "Generic_acdName",
"reportVersion": "0",
"startDate": "2024-01-15T16:45:00.000Z",
"endDate": "2024-01-15T17:00:00.000Z",
"reportData": [
{
"agentValue": "19837005",
"agentId": "11eb0706-b268-988f-811b-005056a15ae6",
"userName": "aa4rszz@mmm.com",
"agentActivity": [
{
"state": "CallContact",
"startTime": "2023-10-01T07:59:09.860Z",
"duration": 139090,
"reason": ""
}
]
}
]
}



Responses

<<EMPTY>>

This API receives and processes intraday and skill historic data.

var(--codeSnippetCopyLabel) 
{
  "acdType": "string",
  "reportVersion": "string",
  "startDate": "string",
  "endDate": "string",
  "status": "string",
  "statusReason": "string",
  "reportData": {
    "queueReport": [
      {
        "queueValue": "string",
        "queueName": "string",
        "isOutbound": true,
        "rightPartyHandleTime": "Unknown Type: double",
        "rightPartyContacts": 0,
        "wrongPartyHandleTime": "Unknown Type: double",
        "wrongPartyContacts": 0,
        "holdTime": "Unknown Type: double",
        "active": 0,
        "contactsReceived": 0,
        "abandonedShort": 0,
        "abandonedLong": 0,
        "handledShort": 0,
        "handledLong": 0,
        "handleTime": "Unknown Type: double",
        "workTime": "Unknown Type: double",
        "queueDelayTime": "Unknown Type: double",
        "svcLvlPct": "Unknown Type: double",
        "backlog": 0,
        "backlogNotExpired": 0,
        "backlogExpired": 0
      }
    ]
  }
}

Example value

var(--codeSnippetCopyLabel) 
{
"acdType": "Generic_LiveVox",
"reportVersion": "0",
"startDate": "2024-04-17T10:00:12.000Z",
"endDate": "2024-04-17T10:15:12.000Z",
"status": "SUCCESS",
"statusReason": "",
"reportData": {
"queueReport": [
{
"queueValue": "8057",
"queueName": "ChatSkill_11",
"isOutbound": false,
"contactsReceived": 1,
"abandonedShort": 0,
"abandonedLong": 0,
"handledShort": 1,
"handledLong": 0,
"handleTime": 276,
"workTime": 3,
"queueDelayTime": 405,
"svcLvlPct": 100.0,
"rightPartyHandleTime": 0,
"rightPartyContacts": 0,
"wrongPartyHandleTime": 0,
"wrongPartyContacts": 0,
"backlog": 0,
"backlogNotExpired": 0,
"backlogExpired": 0,
"holdTime": 0,
"active": 0
},
{
"queueValue": "8056",
"queueName": "EmailSkill",
"isOutbound": false,
"contactsReceived": 1,
"abandonedShort": 0,
"abandonedLong": 0,
"handledShort": 1,
"handledLong": 10,
"handleTime": 276,
"workTime": 3,
"queueDelayTime": 10,
"svcLvlPct": 100.0,
"rightPartyHandleTime": 0,
"rightPartyContacts": 0,
"wrongPartyHandleTime": 0,
"wrongPartyContacts": 0,
"backlog": 0,
"backlogNotExpired": 0,
"backlogExpired": 0,
"holdTime": 0,
"active": 0
}
],
"agentQueueReport": [
{
"queueValue": "8056",
"queueName": "EmailSkill",
"isOutbound": false,
"agentValue": "967385",
"agentId": "11eceb46-1528-7bf0-8adf-0242ac110003",
"handled": 1,
"handledTime": 276,
"workTime": 3,
"rightPartyHandleTime": 0,
"rightPartyContacts": 0,
"wrongPartyHandleTime": 0,
"wrongPartyContacts": 0,
"holdTime": 0,
"active": 0
},
{
"queueValue": "8057",
"queueName": "ChatSkill_11",
"isOutbound": false,
"agentValue": "967382",
"agentId": "11eceb46-1527-7bf0-8adf-0242ac110002",
"handled": 1,
"handledTime": 276,
"workTime": 3,
"rightPartyHandleTime": 0,
"rightPartyContacts": 0,
"wrongPartyHandleTime": 0,
"wrongPartyContacts": 0,
"holdTime": 0,
"active": 0
}
],
"agentSystemPerformanceReport": [
{
"agentValue": "945987",
"agentId": "11e9f619-855d-0dc7-80e6-005056a16bed",
"readyTime": 0,
"notReadyTime": 0,
"loginTime": 900
},
{
"agentValue": "945988",
"agentId": "11e9f619-855e-0ec7-80e6-005089a16bed",
"readyTime": 10,
"notReadyTime": 9,
"loginTime": 900
}
]
}
}

Responses

<<EMPTY>>

Agent State API

This API receives and processes the agent state data.

var(--codeSnippetCopyLabel) 
{
  "agentStateList": [
    {
      "loginId": "string",
      "acdId": "string",
      "eventCode": "string",
      "reasonCode": "string",
      "eventUtcTime": "string"
    }
  ]
}

Example values

var(--codeSnippetCopyLabel) 
{
"agentStateList": [
{
"loginId": "aa4rszz@mmm.com",
"acdId": "Tenant_Name",
"eventCode": "CallContact",
"reasonCode": "",
"eventUtcTime": "2023-10-01T07:59:09.860Z"
}
]
}
Responses
<<EMPTY>>


Responses

<<EMPTY>>