Connection settings for Serenova

NOTE   If your organization has New WFM, then New WFM implementations are done in a separate process. A select number of integrated platforms can be configured using the WFM Integrations page (see Manage WFM integrations). If your integrated platform is not listed on the WFM Integrations page, then it requires a project managed by Professional Services.

The following fields appear if you select Serenova as the ACD.

Section Description

ACD Filtering

(Optional) Use an ACD filter to limit the users who are synced from the ACD. For example, you might configure a Team Name filter that allows you to sync users who belong to a team that matches a certain naming pattern. You can configure multiple ACD filters.

Serenova API

Serenova Base URL—The base API URL for your Serenova tenant.

EXAMPLE   https://api.cxengage.net

Serenova Tenants—The master tenant and sub-tenants that you are adding through this ACD Configuration. See Serenova Tenants table.

Capture Settings

ACD Capture Delay—The amount of time Classic WFM waits before pulling ACD statistics after an interval ends. The default is 15 minutes.

Enable RTE Messaging for Screen Recording

Enable RTE Messaging for Screen Recording—Enables the Smart Desktop to record screens.

Serenova Tenants table

A Serenova system can contain a master tenant only, or it can contain a master tenant (a “parent” tenant) that has one or more sub-tenants (“child” tenants). The Serenova Tenants table enables you to integrate both system setups through a single ACD configuration. You can add the master tenant only, or you can add the master tenant and any number of its sub-tenants one at a time.

Before you add a Serenova tenant, gather the following identifying information for each tenant you plan to add and store it in an easy-to-access location:

  • Tenant ID
  • API Key
  • API Key Secret

See Gathering identifying information for a Serenova tenant.

To add a tenant to the Serenova Tenants table:

  1. Click Add. The Serenova Tenants dialog box appears.

  2. Complete the fields as described in the following table.

    Field Description

    Name

    The name of the master tenant or sub-tenant.

    BEST PRACTICE   Enter the same name that the tenant has in your Serenova system.

    ID

    The Tenant ID of the Serenova tenant. Copy and paste this ID from the Serenova tenant. See To copy a Serenova tenant’s Tenant ID:.

    API Key

    The API Key that is created for the tenant when you configure the API key in Serenova. Copy and paste this key from the Serenova tenant. See To create an API Key and API Key Secret for your Serenova tenant:.

    API Secret

    The API Key Secret that is created for the tenant when you configure the API key in Serenova. Copy and paste this key from the Serenova tenant. See To create an API Key and API Key Secret for your Serenova tenant:.

  3. Click OK.

    If you are adding a master tenant and its sub-tenants through this ACD configuration, repeat the steps above for the master tenant and each of its sub-tenants.

The following procedures explain how to gather the Tenant ID, API Key, and API Key Secret that you need to add each tenant to the Serenova Tenants table.

To copy a Serenova tenant’s Tenant ID:

  1. Log in to Serenova.
  2. Navigate to Configuration > Tenants.
  3. In the Tenant Management table, double-click the tenant name. The Tenant pane appears.
  4. In the Tenant pane, navigate to Details > Tenant ID.
  5. Copy the Tenant ID.
  6. When you configure the Serenova tenant in Workforce Optimization, paste the Tenant ID in the ID field.

To create an API Key and API Key Secret for your Serenova tenant:

  1. Log in to Serenova.
  2. Navigate to Configuration > API Key Management.
  3. Click Create.
  4. Configure the following fields for the API Key:
    • Name—A unique identifier for the key.
    • Role—Administrator.
  5. Click Submit. The API Credentials dialog box appears.

  6. Copy the API Key and the API Key Secret.

    NOTE   When you click OK, you cannot see the API Key Secret again.

  7. When you add the Serenova tenant in Workforce Optimization, do the following:
    • Paste the API Key in the API Key field.
    • Paste the API Key Secret in the API Secret field.

Syncing core configuration data

Workforce Optimization integrates the following core configuration data with equivalents from Serenova:

  • Users
  • Teams
  • Service Queues and Skill Mappings

In Serenova systems that contain a master tenant and sub-tenants, Serenova users can belong to any or all of the tenants in the system. As long as you integrate the master tenant and its sub-tenants through the same ACD configuration, Workforce Optimization will create only one Workforce Optimization user for each Serenova user.

If you add a master tenant and its sub-tenants through separate ACD configurations, Workforce Optimization will create a new Workforce Optimization user for each master tenant and each sub-tenant where a Serenova user appears. This can result in Workforce Optimization creating multiple Workforce Optimization users for a single Serenova user.

When Workforce Optimization imports a new user from a Serenova tenant, it creates a new Workforce Optimization user who has a Serenova user profile. The following table summarizes the Serenova user profile and how the values from that user profile are mapped to the new Workforce Optimization user.

Field Definition

First Name

The first name of the user in the Serenova system.

Last Name

The last name of the user in the Serenova system.

Email Address

Not mapped.

Team Name

The default Workforce Optimization team.

Activated

The date that the user was added to Workforce Optimization from Serenova.

Deactivated

Not mapped. This field is updated if the Serenova user is disabled after being added to Workforce Optimization.

External User ID

The unique identifier of the user in Serenova.

Source

The origin of the user profile: ACD - <name of ACD configuration>.

When someone changes user data in Serenova, the sync service detects it and makes several changes in Workforce Optimization. The following table summarizes these changes.

Change in Serenova Resulting Change in Workforce Optimization

New user is added

New user is added. Specifically, the sync service:

  • Applies the Serenova user’s first and last name to the Workforce Optimization user’s first and last name.
  • Applies the Serenova user’s unique identifier (the external user ID in the user profile) to the Workforce Optimization user’s ACD ID.
  • Sets the Workforce Optimization start dates for the company and department to the date that the sync occurred.

  • Assigns the Workforce Optimization user to the default team.

    NOTE   Workforce Optimization does not preserve the relationship between Serenova users and Serenova groups, which are the Serenova equivalent of Workforce Optimization teams. See Teams.

  • If the Serenova user has the agent role, assigns the default agent role to the Workforce Optimization user.

  • If the Serenova user has the supervisor role, assigns the default supervisor role to the Workforce Optimization user.

    NOTE   Serenova users who have the administrator or the reporting role are not assigned any role in Workforce Optimization by the sync service.

User’s first or last name is changed

User’s first or last name is changed

User is disabled

User is deactivated

Workforce Optimization teams are synced with Serenova groups. Workforce Optimization teams do not preserve the relationship between Serenova users and Serenova groups.

When group data is changed in Serenova, the Sync service detects it and makes several changes in Workforce Optimization. The following table summarizes these changes.

Change in Serenova Resulting Change in Workforce Optimization

New group is added

New team is added with the same name as the Serenova group. This name is read-only.

Group name is changed

Team name is changed.

New user is added to a group

No change. Workforce Optimization does not preserve the relationship between Serenova users and Serenova groups.

User is removed from a group

No change. Workforce Optimization does not preserve the relationship between Serenova users and Serenova groups.

Group is disabled

No change.

You can create new teams in Workforce Optimization and assign users to them, but these new teams are not synchronized back to Serenova.

Workforce Optimization service queues are synced with Serenova queues.

When a queue is changed in Serenova, the sync service detects it and makes several changes in Workforce Optimization. The following table summarizes these changes.

Change in Serenova Resulting Change in Workforce Optimization

New queue is added

First, a new service queue is added. Specifically, the sync service does the following:

  • Applies the Serenova queue name to the Workforce Optimization service queue name
  • Applies the Serenova queue’s unique identifier to the Workforce Optimization service queue’s service queue ID
  • (Read only) Gives the Workforce Optimization service queue a service queue type of Voice [Interactive]
  • (Read only) Gives the Workforce Optimization service queue a Source ACD of Serenova

Second, a new skill mapping is added. Specifically, the sync service does the following:

  • Applies the Serenova queue name to the Workforce Optimization skill mapping name
  • Assigns the Workforce Optimization service queue associated with the Serenova queue to the Workforce Optimization skill mapping and gives it a priority of 1

Queue name is changed

Applies the new Serenova queue name to the Workforce Optimization service queue name.

NOTE   Workforce Optimization does not apply the new Serenova queue name to the associated Workforce Optimization skill mapping.

Queue is disabled

No change. Neither the service queue nor the skill mapping is deleted.