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Connector Data Sheets

Amazon Connect to Aspect Workforce Connector

Streamlining your workforce management

Aspect brings WFM connector to allow you to gather, integrate, and use data for business-driven decision-making in real time to improve every aspect of your customer interactions. Deploy our connectors with enhanced flexibility, whether on-premise or in the cloud, ensuring seamless transition to cloud-based solutions when it aligns with your business strategy.

  • Flexibility

    Designed for swift and seamless deployment in the cloud, on-premise, or as a hybrid model, catering to your business needs.

  • Enhanced data

    Powerful connector framework for a consolidated feed of data from your existing ACD into your best-in-class WFM solution.

  • Configurability

    Building a configurable data flow of real-time and historical data for your specific operation requirements.

Integration flow

Connector features & benefits

Historical
Queue-based interval reporting for voice
Queue-based interval reporting for chat
Queue-based interval reporting for tasks
Queue-based interval reporting for email
Queue-based interval reporting for SMS
Queue-based interval reporting for Social (WhatsApp, Facebook Messenger)
15-minute reporting intervals
30-minute reporting intervals
Agent productivity reporting
APS reporting by Queue
APS reporting by agent
APS reporting by group
APS reporting by workgroup
APS reporting by skillset
APS reporting by routing profile
Ability to manually re-ship data
Configurable scheduling of reports
Configurable number of previous intervals to be resent each interval
Previous 2 hours of data re-shipped each interval
Data is pushed to the Connector
Real-time adherence
Aspect Universal Protocol
Amazon Connect Protocol
Configurable to source for RTA state mapping
Configurable to source for RTA reason code mapping
Support for custom agent status
Support for custom states
Multi-channel support

Browse all connector data sheets

Alvaria CX
Amazon Connect
Aspect Unified IP
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