Index
Verint Connector Overview
Talkdesk Verint WFM Connector allows customers to integrate their Talkdesk account with their Verint Enterprise or Verint Essentials WFM instance. With Talkdesk Verint WFM Connector, data is collected on Talkdesk and sent to the Verint WFM platform to continuously improve workforce management processes and outcomes. In this way, resource planners and supervisors will be able to know in advance how many agents will be needed, the agent's status in real time, and their performance accurately, allowing them to plan, manage, and track employee work more efficiently.
- Queue Interaction History (CSI): Talkdesk sends historical data from the queue to Verint WFM platform, allowing supervisors to make more informed decisions based on up-to-date and accurate forecasts.
- Real-Time Agent Status (STCI): Talkdesk sends real-time agent status to Verint WFM for adherence tracking and monitoring. In this way, supervisors can have a snapshot overview of agents' status in real-time through the Verint WFM interface.
- Agent Profiles and Teams: Talkdesk sends agent profiles and teams data to Verint WFM. Then, it can automate teams and agents updates to reduce administrative efforts and chance for errors.
- Agent performance reporting (ASCM): Talkdesk sends employee-level performance historical data to Verint WFM to calculate KPIs in scorecards. With this connector, supervisors can evaluate agent performance through more accurate KPIs.
- Open Verint WFM from Talkdesk workspace: Users can click to a pre-installed application in Talkdesk workspace, the application will take the user to a Verint internal page to streamline the log in experience.
Queue Interaction History
Set up Queue Interaction History (CSI)
Customers must set up the CSI interface and work queue mappings in Verint. In Talkdesk, it needs to install the application Verint Connector to manage queue mapping:
- Install the application Verint Connector.
- Click Settings, and select the users or roles for which you want them to access the application.
- Go to Talkdesk Admin > Verint Connector, configure and activate the Talkdesk queues that you want to manage in Verint WFM. The name and mapping of Verint data source groups and Verint work queues need to be the same as what is inside Verint WFM. And only the historical contacts of activated Talkdesk queues will be synchronized.
Notes:
- The configuration page refreshes every hour to get the newest queues list in Talkdesk;
- If a queue is newly attached with digital channels, it won’t appear on the page until it receives the first digital contact. For example, if Queue “Billing_email” is attached to the email channel, it won’t appear on the page until the queue receives an email contact;
- The page only shows a queue that has at least one agent.
Data synchronization
Talkdesk sends the data of finished contacts for each queue to Verint WFM every 15 minutes. The data includes Volume, Volume Handled, Average Speed to Answer, Average Handle Time, Service Level, Abandons, Backlog, Occupancy, and Staffing.
| Synced data (Voice) | Description | Talkdesk report |
| Volume | Total number of contacts whose direction is IN | Contacts report |
| Volume Handled | Total number of contacts whose contact type is Answered | Contacts report |
| Average Speed to Answer | Average the wait time of all answered contacts | Contacts report |
| Average Handle Time | Average the handling time of all answered contacts | Contacts report |
| Service Level | Percentage of contacts in service level | Contacts report |
| Abandons | Total number of contacts whose contact type is Abandoned or Short-abandoned | Contacts report |
| Backlog | Total number of contacts whose contact type is voicemail or Is Callback | Contacts report |
| Occupancy | Total handle time of answered contacts divided by total staffing time | Agent status report, Contacts report |
| Staffing | Total number of unique users whose base status is not Away or Offline | Agent status report |
| Synced data (Digital) | Description | Talkdesk report |
| Volume | Total number of contacts whose direction is Inbound | Digital contacts report |
| Volume Handled | Total number of contacts whose direction is Inbound && Is not virtual agent && Contact finished reason is not null | Digital contacts report |
| Average Speed to Answer | Average the wait time of all answered contacts | Digital contacts report |
| Average Handle Time | Average the handling time of all answered contacts | Digital contacts report |
| Service Level | Percentage of contacts in service level | Digital contacts report |
| Backlog | Total number of contacts whose direction is Inbound && contactFinishedReason is not null | Digital contacts report |
| Staffing | Total number of unique users who worked on the contacts | Digital contacts report |
How to verify in Verint WFM
Go to "Forecasting and Scheduling" → “Workforce Analytics” → "Queue Analytics" to check queue contact data ingestion. If you cannot see the view, please contact Verint about configuring it..
Real-Time Agent Status
Set up Real-Time Agent Status (STCI)
The customer has to set up the STCI interface and Time Collector Mapping in Verint WFM.
In Talkdesk, there are no extra configurations. The customer just needs to make sure that the default and custom status they want to send from Talkdesk to Verint WFM, have been well mapped to the Reason codes in Verint WFM. For example, if one customer wants to send the following agent status to Verint WFM, the Time Collector Mappings in Verint WFM should be like as table:
| Talkdesk status | Default or Custom | Verint event mode | Verint event reason |
| Available_Available | Default | available | available |
| Busy_On a Call | Default | busy | voice |
| Busy_After Call Work | Default | busy | after_call_work |
| Offline_Offline | Default | offline | offline |
| Away_Away | Default | away | away |
| Away_Break | Custom | away | break |
| Busy_Handle chats | Custom | busy | handlechats |
Notes:
- If a customer wants to change the name of a custom status, he needs to delete it and create a new one, then update accordingly inside Verint. Currently Verint WFM Connector doesn’t support updating status;
- Verint event mode and Verint event reason are case-insensitive.
Data synchronization
Talkdesk sends data to Verint WFM every minute, including Base status, Custom status, and Timestamp.
How to verify in Verint WFM
Go to “Tracking“ → “Adherence” → “Day Details“ and check agent status data ingestion. If you cannot see the view, please reach out to Verint about its configuration.
Agent Profiles and Teams
Set up Agent Profiles and Teams synchronization
In Verint, the minimum configuration is that the customer needs to create a root organization for their tenant, and sets up a default role belonging to the root organization. In Talkdesk, teams and agents need to be provisioned.
After it’s been established on two sides, customers can ask Talkdesk to trigger the synchronization process.
Data synchronization
Verint WFM Connector will sync all Talkdesk teams and Talkdesk agents the first time, later, it will do incremental synchronization when there are team or agent changes. Check the synchronized fields below.
| Talkdesk Team fields | Verint Organization fields | Notes |
| Team name | Organization name | - |
| Team description | Organization description | - |
| Parent team | Parent organization | If the Talkdesk team doesn’t have any parent team, it will be added as the child of the root organization. |
| - | Week start day | To create a Verint organization, the Week start day is mandatory, as in Talkdesk there is no such field, every automatically created organization will inherit the value from its parent organization. |
| - | Seats number | To create a Verint organization, the Seats number is mandatory, as in Talkdesk there is no such field, it defaults to be 0. |
| Talkdesk Agent fields | Verint Employee fields | Notes |
| Agent name |
Employee first name, Employee last name |
Agent name is separated into two fields, Employee first name and Employee last name. If the name contains multiple words separated by spaces, treat the last word as the last name, and combine the remaining words as the first name. If there’s only one word, use it as both the first and last name. |
| Agent email | - | |
| - | Start date | To create a Verint agent, the Start date is mandatory. In Talkdesk, there is no such field; it defaults to the sync date. |
| Agent team | Organization | If an agent does not belong to any Talkdesk team, it will be added to the root organization. |
| Agent role | Employee role | The agent will be added to the default role of his organization. |
| Agent status |
Account status |
|
Notes:
- When a team is deleted, Verint WFM Connector won’t send the request to delete Verint organization, compared to deleting the Talkdesk team, deleting the Verint organization has a greater impact and is a sensitive operation. We recommend users to manually handle the action. To know more about the impact, refer to https://connect.verint.com/support/edm/w/documentation/19753/delete-an-organization;
- The organization name in Verint is case-insensitive Team name in Talkdesk is case-sensitive. We recommend using different names in Talkdesk, do not distinguish them by mixed case.
How to verify in Verint WFM
Go to “Organization management” > “Hierarchies” > “Organization settings” and check teamteams data ingestion.
Go to “User Management” > “Employees” > “Profiles” and check agents data ingestion.
Agent Performance Reporting
Set up Agent performance reporting (ASCM)
The customer needs to set up the ASCM interface in Verint WFM. In Talkdesk, there are no extra configurations.
Data synchronization
Talkdesk sends yesterday’s data to Verint WFM every day. It's aggregated by each agent. The data includes Staff Time, ACW Time, Not-ready Time, Idle Time, Talk Time, Hold Time, ACD Calls, Abandons, and Actual Calls.
| Synced data | Description | Talkdesk report |
| Staff Time | Total duration in status, excluding offline. | Agent status report |
| ACW Time | Total duration in ACW status. | Agent status report |
| Not-ready Time | Total duration in away or offline status. | Agent status report |
| Idle Time | Total duration in available status. | Agent status report |
| Talk Time | Total talk time of all answered contacts. | Agent status report |
| Hold Time | Total hold time of all answered contacts. | Agent status report |
| ACD Calls | Total answered contacts. | Contacts report |
| Abandons | Total abandoned contacts. | Contacts report |
| Actual Calls | Total number of calls assigned. | Contacts report |
How to verify in Verint WFM
Go to “Performance Management“ → “Scorecards” → “Explore Performance“ and check agent performance metrics ingestion. If you cannot see the view, please reach out to Verint about how to configure the view.
Open Verint WFM from Talkdesk Workspace
Users can click to a pre-installed application and it will take the user to a Verint internal page, please ask your Talkdesk Professional Service team if you would like to install it. And if you want to create a single sign-on experience, please ask the Verint team, now both Talkdesk and Verint support common third party authenticators like Google, Okta, OneLogin, SAML.