CXone WFM 允許與非 CXone ACD 整合。整合是透過軟體開發套件 (SDK) 完成的。它是一個綜合解決方案，旨在整合非 CXone ACD。
該 SDK 包括一套 API，可透過基於 Java 的平台使用，促進從非 CXone ACD 到 CXone WFM 的即時和歷史資料傳輸。這些 API 使您能夠：
-
處理 API 驗證。
-
檢索非 CXone ACD 詳細資訊。
-
接收並處理「當日」和技能歷史資料。
-
接收並處理客服專員活動報告資料。
-
接收並處理客服專員狀態資料。
-
監控 ACD 和 CXone WFM 之間的連接。
此整合支援 15 分鐘的歷史資料和 3 秒或更長的客服專員狀態的近即時資料。此外，也支援聯絡結束 (WCE) 模式，但不支援若 True 則為間隔 (TTI) 模式。
有關各個 ACD 的詳細資訊，請參閱下面每個 ACD 的相應頁面。此頁面包含下載和使用 JAVA SDK 以及配置 API 的說明。
非 CXone ACD 中的 API
非 CXone ACD 透過軟體開發套件 (SDK) 與 CXone WFM 整合。該 SDK 配備了 API。這些 API 有助於將即時和歷史資料從非 CXone ACD 傳輸到 CXone WFM。此過程無縫進行，確保高效的資料流和整合。
驗證 API
此 API 獲得用於驗證的存取權杖。
請求中的參數
var(--codeSnippetCopyLabel)
{
"tenantName": "string",
"accessKeyTokenRequest": {
"accessKeyId": "string",
"accessKeySecret": "string"
}
}
值和回應的範例
範例值
var(--codeSnippetCopyLabel)
{
"accessKeyTokenRequest": {
"accessKeyId": "ICIK6JQHUUZANCQ====",
"accessKeySecret": "3MMUKO7PCQ===="
}
}回應
var(--codeSnippetCopyLabel)
{
"id_token": "",
"token_type": "Bearer",
"expires_in": 3600,
"refresh_token": "",
"access_token": ""
}
此 API 獲得用於驗證的刷新權杖。
請求中的參數var(--codeSnippetCopyLabel)
{
"token": "string",
"updateCookie": true,
"toggleEnabled": true
}
值和回應的範例
範例值
var(--codeSnippetCopyLabel)
{
"token": "use refresh token value from previous token request",
"updateCookie": true,
"toggleEnabled": false
}回應
var(--codeSnippetCopyLabel)
{
"token": "",
"tokenExpirationTimeSec": 3600,
"refreshToken": "",
"refreshTokenExpirationTimeSec": 7200,
"sessionId": null
}報告 API
此 API 獲得客服專員活動報告。
請求中的參數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"
}
]
}
]
}
值和回應的範例
範例值
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": ""
}
]
}
]
}
回應
<<EMPTY>>
此 API 接收並處理「即日」和技能歷史資料。
請求中的參數
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
}
]
}
}
值和回應的範例
範例值
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
}
]
}
}回應
<<EMPTY>>
客服專員狀態 API
此 API 接收並處理客服專員狀態資料。
請求中的參數
var(--codeSnippetCopyLabel)
{
"agentStateList": [
{
"loginId": "string",
"acdId": "string",
"eventCode": "string",
"reasonCode": "string",
"eventUtcTime": "string"
}
]
}
值和回應的範例
範例值
var(--codeSnippetCopyLabel)
{
"agentStateList": [
{
"loginId": "aa4rszz@mmm.com",
"acdId": "Tenant_Name",
"eventCode": "CallContact",
"reasonCode": "",
"eventUtcTime": "2023-10-01T07:59:09.860Z"
}
]
}
Responses
<<EMPTY>>
回應
<<EMPTY>>
其他 API
此 API 檢索 ACD 類型
參數 - 無
觸發該 API 以監控 ACD 和 CXone WFM 之間的連接。
參數 - 無
