Non-CXone ACDs

CXone WFM allows integration with non-CXone ACDs. The integration is done through a Software Development Kit (SDK). It is a comprehensive solution designed to integrate non-CXone ACDs.

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

  • Handle API authentication.

  • Retrieve the non-CXone 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 WFM.

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

For detailed information on individual ACDs, refer to the respective page of each ACD from below. The page includes instructions for downloading & consuming JAVA SDK and configuring the APIs.

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

APIs in Non-CXone ACD

Non-CXone ACDs are integrated with CXone 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 ACDs to CXone 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>>

Other APIs

This API retrieves ACD type

Parameters - None

Example values

<<EMPTY>>

Responses

var(--codeSnippetCopyLabel) 
"Generic_LiveVox"

This API is triggered to monitor the connection between ACD and CXone WFM.

Parameters - None