About data sources

Data sources are used with various applications within the system and Workforce Optimization Suite, such as Workforce Management, Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement., Recorder, Quality Monitoring and Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. and Analytics.

Data sources are third-party systems, such as private branch exchanges (PBXs) and CTI Middleware Servers, that generate employee state, device state, and data change events.

When used with the Recorder application, these make business decisions on the interactions to record based on the events supplied by the Integration Service. They also provide business views of interactions based on different logic. Data sources consist of phone systems with associated employee IDs and extensions. Data source also use email systems, Recorder pages, and more.

Before you can associate users to data sources, you must first create the data sources.

Related topics 

Creating and editing data sources

Creating data sources

Editing a data source

Creating a parent-child relationship between data sources

Export and Import Data Source Settings

Exporting data source configurations

Deleting a data source

Once a data source is created, from the System Management Module that allows performing suite-wide system management activities from a single, Web-based application, the Enterprise Manager.’s Data Sources area, and depending on the type of data source you had created, you can create and edit data source groups Groups that represent an external identifier of work in WFM. Data source groups are linked to queues., skills mappings, activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. mappings, employee mappings and reason codes Representation of an external data source event in WFM, which consists of an Event Mode and Event Reason..

Related topics 

Creating or editing a data source group

Creating or editing skills mapping

Creating and editing employee mappings

Create and edit reason codes

For each data source type, a different set of additional configurable features may be shown. For example, with some data source types, such as Phone, once you have created the data source, you can then create and edit data source groups, employee mappings and reason codes.