Aspect Unified IP to Aspect Workforce Connector

Integration flow

Connector features & benefits

Historical

Service-based interval reporting for voice

Service-based interval reporting for chat

Service-based interval reporting for tasks

Service-based interval reporting for email

Service-based interval reporting for SMS

Service-based interval reporting for Social (WhatsApp, Facebook Messenger)

15-minute reporting intervals

30-minute reporting intervals

Agent productivity reporting

APS reporting by Service

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

OSMS 协议

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

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