Automatic Import of Historical, Adherence and Real-Time Data

Automatic import of data from external data sources is configured using dedicated applications. The sections below describe each supported data source.

Import From UCCE or UCCX Servers

Historical and Adherence Data

An automatic import of historical data from UCCE/X servers into Eleveo WFM is configured using the WFM Data Importers software. There are two types of WFM Data Importers: one dedicated for UCCE only and another for UCCX only. Each supports configuration to pull data from several servers at once.

WFM Data Importer must be deployed inside the network where the UCCE/X server is located, to avoid opening additional ports. WFM Data Importer periodically connects to the UCCE/X server and pulls historical data, then connects to the Eleveo WFM application and uploads it there. Historical data is then used during the forecasting process.

The configuration process to automatically import historical and adherence data consists of the following steps, performed in order:

1. Configure the client for historical data import.

2. Deploy WFM Data Importers for UCCE or UCCX.

Alternatively, a custom solution can be used for the import, using the provided API:

• Custom Import of Historical Data Using API

• Custom Import of Adherence Data Using API.

Real-Time Data

Real-time information about people's statuses can be imported using the CTI Events Importer from UCCE and UCCX. It imports Agent State events from Cisco CTI servers, in real-time, into Eleveo. The events can then be consumed in Workforce Management by the Real Time Adherence feature.

CTI Events Importer supports configuration to pull data from several servers at once.

CTI Events Importer must be deployed inside the network where the UCCE/X server is located, to avoid opening additional ports. CTI Events Importer connects to the UCCE/X server and pulls real-time data, then connects to the Eleveo WFM application and uploads it there.

The configuration process to automatically import real-time data consists of the following steps, performed in order:

1. Configure the client for real-time data import.

2. Deploy CTI Events Importer.

3. Enable CTI Integration while deploying ETL Management.

Import From Webex Contact Center

An automatic import of historical, adherence, and real-time data from the Webex Contact Center can be configured in the ETL Management application. As a first step, users must be synchronized to User Management.

Complete the following steps to integrate with Webex Contact Center:

1. Deploy ETL Management in Rancher.

2. Add the configuration for user import in the ETL Management UI.

3. Set tasks for data import from Cisco Webex Contact Center.

Import From Webex Calling / Webex Calling Customer Assist

The automatic import of historical data from the Webex Calling / Webex Calling Customer Assist can be configured within the ETL Management application. As a first step, users must be synchronized to User Management.

Complete the following steps to integrate with Webex Calling / Webex Calling Customer Assist:

1. Deploy ETL Management in Rancher.

2. Add the configuration for user import in the ETL Management UI.

3. Set tasks for data import from Cisco Webex Calling / Webex Calling Customer Assist.