IEX Integration Overview

Transcription

1 IEX Integration Overview Intradiem and IEX Workforce Management (WFM) Integration 3/18/2016 Intradiem_IEX Integration Overview i

2 Table of Contents Purpose... 1 Overview... 1 Figure 1. Intradiem IEX Integration Component Diagram... 2 Import of IEX WFM Schedules... 3 Export of Agent Activity Exceptions... 3 Intraday Staffing /18/2016 Intradiem_IEX Integration Overview ii

3 Purpose The purpose of this document is to provide an overview of the integration between the Intradiem and IEX Workforce Management solution. This document provides a summary of current client usage of the Intradiem Task Management and Staffing solutions. Overview The Intradiem Task Management integration with IEX WFM is intended to support two major functions: 1) Import of IEX WFM schedule activity into Intradiem The agent schedule activity is used by Intradiem as an input in identifying and prioritizing which agents are eligible to receive a dynamic or scheduled Intradiem session. Understanding each agent s scheduled activity ensures that Intradiem only prompts agents for Intradiem sessions when those sessions won t interrupt other higher priority scheduled activities, such as an agent s lunch or break. 2) Export Agent activity exceptions back to the IEX WFM - When agents complete dynamic or scheduled Intradiem sessions, it is important to overall schedule adherence that Intradiem write back agent actual session activity to the agent s IEX WFM schedule to maintain an accurate reflection of what activities occurred during the agent s shift. The Intradiem Intraday Staffing integration with IEX WFM leverages resource data retrieved from IEX. Intradiem captures resource data in near real time from IEX and enables workforce managers to set up Intraday Staffing rules in response to fluctuating call volume and available agent headcount. Intradiem leverages the following Resource Data from IEX: Net Staffing with Adjustment Net Staffing without Adjustments Segment Codes Shift End Time 3/18/2016 Intradiem_IEX Integration Overview 1

4 The diagram below illustrates the key components of the integration between Intradiem and IEX. Figure 1. Intradiem IEX Integration Component Diagram 3/18/2016 Intradiem_IEX Integration Overview 2

5 Import of IEX WFM Schedules Intradiem integrates with the IEX WFM system to import agent schedule information on a regular basis. This schedule information is used by the Intradiem Session Provider when evaluating which agents are eligible to receive a Dynamic or Scheduled Intradiem session. The import of agent s schedules occurs via FTP using a flat file. The import frequency is a configurable parameter that is set via the user interface in the provider instance configuration. The Intradiem system imports the activity code and schedule information of the agents based on the import frequency configuration. Export of Agent Activity Exceptions Intradiem exports agent activity exceptions back to the IEX WFM system on a regular basis when an agent completes a scheduled or dynamic Intradiem session.the export of of the activity code and the schedule information of the agents occur via FTP using a flat file. This export process ensures that each agent s WFM schedule accurately reflects any Intradiem session activity that occurred during his or her shift. The export frequency is configured in the RIS service configuration file under the following parameters (5 minutes is used in this example): <ExportFrequencyMinutes>5</ExportFrequencyMinutes> The Intradiem system exports exception codes with Taken or Missed time based on the configured frequency. 3/18/2016 Intradiem_IEX Integration Overview 3

6 Intraday Staffing The Intradiem- IEX integration also leverages resource Data retrieved from IEX WFM system. Resource data enables workforce managers to quickly adjust resource levels in response to fluctuating customer demand. The Intradiem Staffing solution supports integrating with Version 4.5 of the IEX WFM system. The following webservice is utilized to retrieve resource Data from IEX: SmartSync API Web Services Currently, the following API calls are utilized: [GetPerformanceDataForMU] [GetAgentsForMUs] [GetMUs] Intradiem is also able to take action on specific agents who meet the criteria defined in a rule. Currently, Intradiem is able to add segment codes to an agent s schedule using the Add Segment Code Action. 3/18/2016 Intradiem_IEX Integration Overview 4