Engage Digital - Create WFM IEX feed to take into account time spent working in ED
We utilize the NICE inContact WFM IEX tool and during setup we were told it would be able to integrate with Engage Digital to take into account work done in that tool as well as within the Contact Center for forecasting\staffing, however to date that is not something that has been configurable. We would like to see a specific data export that could be automated from ED into IEX in a format IEX can utilize to account for time spent by our agents working in Engage Digital to fully take advantage of using both products.
1
vote
Michael
shared this idea
Planned
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AdminChris
(Sr. Manager, Customer Experience Solutions Engineering, RingCentral)
responded
AdminChris
(Sr. Manager, Customer Experience Solutions Engineering, RingCentral)
responded
WFM APIs are available on RingCX for Voice. Digital WFM APIs are planned to be implemented
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Voice WFM APIs are available within RingCX. Digital APIs for WFM utilization are planned.