Typical integration packages

To view the list of available packages, and those already selected for your solution, click the Workflow page.

Integration Server Configuration page

For example:

If the Framework Database server role was configured for your system, the Report Dump and Recalculate Statistics adapter are automatically added.
If the QM Database server role was configured for your system, the Unified User Management Module that an administrator uses to create a profile for each employee in their organization. adapter is automatically added.

These adapters ensure that your system functions correctly.

If you plan to make changes that affect these adapters on your integration server, contact The entire communication experience for a customer, from beginning to end. your application consultant.

Some typical packages that are included for a Workforce Management solution include:

Report Dump: Runs queries and populates data tables to accelerate report calculations.
Time Record Auto Close: Closes time records that have been open beyond the acceptable limits.
Staffing Calculator: Calculates actual staffing based on time records.
Data source specific CSI integrations: Collects actual contact center statistics (like contact volume, AHT, service level Set percentage of interactions in WFM that are handled in a defined unit of time., and other statistics) from the specific data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. at regular intervals.
Data source specific Time Collection integrations: Collects actual employee state data (like login, logout, wrap-up, not ready, and other data) from the specific data source through a real time data stream.

There are many other integration packages available, including packages to export schedules, employee data, or time records into files, and packages to collect employee performance statistics for scorecards. Note that integration packages are also sometimes called Adapters.

Each integration package (adapter) has its own user guide. These are available in the Adapters folder on the Documentation DVD that was shipped with your software.

Related information

Comprehensive listing of packages and how to configure them (Workforce Management Administration Guide)