Historical and Adherence Data Import From Cisco Webex Calling/Webex Calling Customer Assist

Overview

ETL Management is used to configure integrations with various data sources. Supported imports include, but are not limited to: Webex Calling/Webex Calling Customer Assist user profiles to Eleveo User Management, and historical data to Eleveo WFM.

Historical data – consisting of call volumes and average handling time (AHT) per queue in 15-minute intervals – is used by the forecasting tool to predict contact center workload and generate agent schedules. Adherence data consists of agent status information from the Contact Center, used to compare actual agent behavior against their schedule.

Accessing ETL Management

Use the URL of the server to access ETL Management: https://<FQDN>/etl, where <FQDN> is the fully qualified domain name of the server where Eleveo is installed.

The eleveo.admin role is required. See ETL Management Roles for details about roles and permissions for the Integrations UI.

Adherence and Historical Data Import

Configure ETL Management to automatically import historical data from Webex Calling / Webex Calling Customer Assist into Eleveo WFM.

Historical Data

The historical data import provides queue names and IDs, start times, handle times, and the number of tasks offered to each queue. This data is used in the WFM forecasting process.

The following configuration can be performed for the task:

• On/Off – The task is active when enabled and inactive when disabled.

• Cron – A cron expression specifying when the task runs. To validate a cron expression, use Crontab Guru. Cron job uses the server's defined timezone, which is UTC. You can check the time on the server by typing the following date command in the terminal: date -u.

• Data Source – Select at least one source to import data from:

  • Webex Calling

  • Webex Calling Customer Assist