The following table describes the features supported in the Calabrio WFM integration with Avaya Experience Platform™ Public Cloud:
Feature name |
Description |
Real-time feed |
Shows the current states of the active agents. The feed is near real-time, with a 5 to 10-second delay. The real-time feed connects to the real-time schedule of the agents in Calabrio WFM. This feature is available for the Avaya Experience Platform™ Public Cloud voice channel. |
Historical data feed - queue stats |
Shows the interactions of the queues in the contact center. The data feed is collected every 15 minutes. This statistic is used as an input for the skills forecast in Calabrio WFM. This feature is available for the Avaya Experience Platform™ Public Cloud voice channel. |
Historical data feed - agent queue stats |
Shows the interactions of an agent's queue in the contact center. The data feed is collected every 15 minutes. This statistic is used as an input for the agent performance in Calabrio WFM. This feature is available for the Avaya Experience Platform™ Public Cloud voice channel. |
