CXone WFM 允许与非 CXone ACD 集成。该集成是通过软件开发工具包 (SDK) 完成的。这是一个综合解决方案，旨在集成非 CXone ACD。
该 SDK 包括通过基于 Java 的平台使用的一套 API，该套件可促进从非 CXone ACD 到 CXone WFM 的实时和历史数据传输。这些 API 可使您：
-
处理 API 身份验证。
-
检索非 CXone ACD 详细信息。
-
接收并处理当天信息和技能历史数据。
-
接收并处理坐席活动报告数据。
-
接收并处理坐席状态数据。
-
监控 ACD 与 CXone WFM 之间的连接。
该集成支持 15 分钟的历史数据和 3 秒或更长时间的坐席状态近实时数据。此外，它还支持“联系已结束时”(WCE) 范式，但不支持“对间隔为真”(TTI) 范式。
有关单个 ACD 的详细信息，请参阅下面每个 ACD 的各自页面。该页面包含下载和使用 JAVA SDK 以及配置 API 的说明。
非 CXone ACD 中的 API
非 CXone ACD 通过软件开发工具包 (SDK) 与 CXone WFM 集成。该 SDK 配备了 API。这些 API 有助于将实时和历史数据从非 CXone ACD 传输到 CXone WFM。此过程无缝进行，从而确保高效的数据流和集成。
身份验证 API
此 API 可获取用于身份验证的访问令牌。
请求中的参数
var(--codeSnippetCopyLabel)
{
"tenantName": "string",
"accessKeyTokenRequest": {
"accessKeyId": "string",
"accessKeySecret": "string"
}
}
示例值和响应
示例值
var(--codeSnippetCopyLabel)
{
"accessKeyTokenRequest": {
"accessKeyId": "ICIK6JQHUUZANCQ====",
"accessKeySecret": "3MMUKO7PCQ===="
}
}响应
var(--codeSnippetCopyLabel)
{
"id_token": "",
"token_type": "Bearer",
"expires_in": 3600,
"refresh_token": "",
"access_token": ""
}
此 API 可获取用于身份验证的刷新令牌。
请求中的参数var(--codeSnippetCopyLabel)
{
"token": "string",
"updateCookie": true,
"toggleEnabled": true
}
示例值和响应
示例值
var(--codeSnippetCopyLabel)
{
"token": "use refresh token value from previous token request",
"updateCookie": true,
"toggleEnabled": false
}响应
var(--codeSnippetCopyLabel)
{
"token": "",
"tokenExpirationTimeSec": 3600,
"refreshToken": "",
"refreshTokenExpirationTimeSec": 7200,
"sessionId": null
}报告 API
此 API 可获取坐席活动报告。
请求中的参数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"
}
]
}
]
}
示例值和响应
示例值
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": ""
}
]
}
]
}
响应
<<EMPTY>>
此 API 接收并处理当天信息和技能历史数据。
请求中的参数
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
}
]
}
}
示例值和响应
示例值
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
}
]
}
}响应
<<EMPTY>>
坐席状态 API
此 API 接收并处理坐席状态数据。
请求中的参数
var(--codeSnippetCopyLabel)
{
"agentStateList": [
{
"loginId": "string",
"acdId": "string",
"eventCode": "string",
"reasonCode": "string",
"eventUtcTime": "string"
}
]
}
示例值和响应
示例值
var(--codeSnippetCopyLabel)
{
"agentStateList": [
{
"loginId": "aa4rszz@mmm.com",
"acdId": "Tenant_Name",
"eventCode": "CallContact",
"reasonCode": "",
"eventUtcTime": "2023-10-01T07:59:09.860Z"
}
]
}
Responses
<<EMPTY>>
响应
<<EMPTY>>
其他 API
此 API 检索 ACD 类型
参数 - 无
触发此 API 可监控 ACD 与 CXone WFM 之间的连接。
参数 - 无
