Creating Operations data sources

If you are licensed for the Operations features, an Operations 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. is one of the possible data sources you can create.

To create an Operations data source:

In Integration Management > Data Sources >Settings, click Create Data Source.
In the pop-up Data Source Type page, from the Type drop-down list box, select Operations, and then click Select.
In the Name text box, type a data source name.
If applicable, from the Organization drop-down list, select the organization to which you want to associate this data source.
For this feature, note the following:
- The Organization selection feature is only visible if you have the Org Scoped Data Sources license.
- By default, organizations are selected in the drop-down list in one of the following ways:
- If no organization is configured for a data source, the selected organization is the default root organization.
- When creating a new data source, the selected organization is the user's current organization assignment.
- The Organization drop-down list is not restricted by the user’s scope, and displays all existing organizations.
- Child organizations inherit the parent organization’s association with a data source.
In a multi-tenant enabled environment, if the selected organization is associated with a tenant, the data source is also associated with that same tenant. In this scenario, when you click Save to save the data source, the tenant name of the organization that is associated with the data source is displayed in the screen heading. The data source can be associated with a particular tenant or have the Shared status. A data source associated with a particular tenant processes data only for that tenant. A data source that has the Shared status processes data for all tenants in the system.
In the Description text box, type a description (optional).
Select a time zone for the data source from the drop-down menu.
Click Save to create the new data source.
If required, click the Data Source Groups page and create data source groups Groups that represent an external identifier of work in WFM. Data source groups are linked to queues. for the Operations data source.
Once you have set up the following, do the following:
To specify a transformation operation, click the Transformation Operations page. For details on working with this page, see Transformation Operations.

Operations data can be imported in many forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective.. These forms need to be transformed during the import process into a form that can be used in Workforce Management. For more details, see Working with operations in Workforce Management.
To specify Work Item Tracking (WIT) Data that can be imported from WFM Operations data sources, and typically contains a number of standard attributes. data that is imported from Operations data sources and define settings for custom attributes, click the Wit Configuration page. For details on working with this page, see WIT Configuration.