Overview
ETL Management is used to configure integrations with various data sources. Supported imports include, but are not limited to: Webex Contact Center user profiles to Eleveo User Management, and historical and adherence 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.
Historical and Adherence Data Import
Installation Step Order
After authorization with Webex Contact Center is complete and the User Sync task is configured, the historical data and adherence import can be configured.
Configure the Historical Data and Adherence tasks in ETL Management to automatically import historical data from Webex Contact Center into Eleveo WFM.
Historical Data
The Automatic Import of Historical and Adherence Data 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.
|
* |
* |
* |
* |
* |
|---|---|---|---|---|
|
minute (0-59) |
hour (0-23) |
day of the month (1-31) |
month (1-12) |
day of the week (0 - Sun, 1- Mon, etc.) |
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Look back period – the number of days of historical data to import. Maximum: 30 days.
Adherence
Adherence data is Contact Center information about agent statuses that can be used for planning purposes in the WFM application.
Schedule Adherence is a retrospective reporting tool that allows supervisors to check a person's adherence to a schedule in the specified date range in the past. It uses reporting data from an external source and compares it with the schedule for the same date range.
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.
|
* |
* |
* |
* |
* |
|---|---|---|---|---|
|
minute (0-59) |
hour (0-23) |
day of the month (1-31) |
month (1-12) |
day of the week (0 - Sun, 1- Mon, etc.) |
-
Look back period – the number of days of historical data to import. Maximum: 30 days.