Microsoft ACS

The Microsoft ACS agent state connector connects to CXone WFM via SDK for data integration. This includes both Real Time Adherence(RTA) and historical data.

Diagram of the Avaya ASC connection to CXone WFM

How each type of data is used in CXone WFM:

  • Historical skill-based data: This is used in the Forecasting.

  • Historical adherence data: This is used in the Adherence Report and in the CSV report you export from the Real Time Adherence.

  • Intraday data: This is used to monitor skill performance and compare with forecasted data in the Intraday Manager.

  • Real-time agent states data: This is used to calculate Real Time Adherence and show it on the RTA.

Functional Description

Here is a breakdown of what Microsoft ACS ASC supports:

  • Real-time data:

    Data

    Support

    RTA Yes
    Method of Integration

    RESTFUL APIs

    Reason Codes

    Yes

  • Historical data:

    Data

    support

    Skills Yes
    Method of Integration RESTFUL APIs
    Interval Setting 15 minutes
  • Data types:

    data

    support

    Inbound Voice Yes
    Outbound Dialer No
    Email No

    Chat

    Yes

    Fax

    No

    Text (SMS)

    No

    Web

    No

  • Historical adherence:

    data

    support

    Agent Activity Log Historical adherence data is pulled every 15 minutes
  • Reports:

    Reports

    support

    Agent Adherence Report Yes
    Real Time Adherence Yes

Steps to installing the Microsoft ACS ACD Connector:

  1. Generate the Access Key.

  2. Download and Configure SDK

Generate the Access Key

The access key grants the Microsoft ACS ACD access to CXone. You generate the key in CXone and later enter it when running the installation wizard.

Create a specific user for ACD Integration. This user’s Access Key information will be used for the integration. Do not assign any permissions to this user.

The following steps need to be performed by the Admin to obtain the Access Key details for this user:

To generate the access key:

  1. Create a role for the Microsoft ACS connector In CXone:

    1. Click the app selector and select Admin.

    2. Go to SecurityRoles and Permissions.

    3. Click New Role, and enter a relevant name for the role. For example, Role for Microsoft ACS ACD.

    4. Remove all permissions for the role.

    5. Save & Activate the role.

  2. Create an employee for the Microsoft ACS connector:

    1. Click the app selector and select Admin.

    2. Click Employees.

    3. Click New Employee and enter a relevant name for the employee. For example, name the employee Microsoft ACS ACD.

    4. From the Primary Role drop-down list, select the role you just created for the connector.

    5. In the General tab, deselect all the attributes.

    6. Create the connector employee. Activate the employee account by clicking the Activate Account button in the activation email (the Access Keys tab will only appear after you create the account).

  3. Open the connector employee again, then go to the Access Keys tab and generate an access key.

  4. Copy both the Access Key ID and Secret Access Key. Save them in a text file and share it with the user, integrating the APIs.

    If you don't copy the Secret Access Key or lose it, you'll need to create a new one.

    Use this access key ID and secret access key when integrating the connector.

Download and Configure SDK

The ACD is integrated with an application via SDK. You must consume SDK for efficient connection between the application and the ACD.

To consume SDK:

  1. In the CXone application, proceed to your profile and click on it.

  2. Click on Support and Downloads.

  3. Find the CXone WFM client SDK listed under External ACD and click Download.

  4. Import the downloaded SDK into your ACD project.

SDK Configuration

To configure SDK:

  1. Follow these steps for application initialization.

    This will initialize the required class to connect to the WFM to send the data. The data include:

    • Agent states

    • Agent activities

    • Queue report.

  2. Once initialized, use these classes to transmit agent states, agent activities, and queue reports.

For the ACD integration with CXone WFM, its mandatory to provide the below within queue report:

  • Agent Queue Report

  • Agent System Performance Report

If there is no Activity for Agent Queue Report, Agent System Performance Report, add JSON object with empty array.