The following add-on connectors are installed on CMS that support integration into other solution components, such as POM, BRE, Verint for WFO, and Aceyus for Reporting.
The connectors that provide these integrations are:
BP-RTA - Agent state data to Verint WFO to support adherence.
Blue Pumpkin Historical - Agent, skill, VDN, and login-logout data sent to Verint WFO to support Forecasting and Scheduling and Agent Scorecards. The data sent is in the form of ASCII text delimited files. The connectors are scheduled to run after each CMS interval, every 15 minutes, or once a day, depending on the specific connector and receiving application.
RT_Socket – Used to send CMS real-time data for splits/skills, VDNs, agents, to Aceyus, POM, and BRE.
ECH Handler - External Call History (ECH) is the external version of call detail records of CMS. The ECH Handler add-on converts the binary ECH data files into ASCII data files and then SFTP them to the Aceyus for further reporting.
