How agent data for QM, Analytics, Insights, and Performance Management syncs between the ACD and Webex WFO

Webex WFO assumes that every user imported from the ACD to Webex WFO is an agent. As a result, it creates a user record and a user profile and assigns the agent role to the user. Some ACDs can assign the supervisor role to users, and that role is assigned to the user in Webex WFO.

When someone changes user data in the ACD, the Sync service detects it and makes several changes in Webex WFO. The following table summarizes these changes.

Change in the ACD Resulting Change in Webex WFO
New agent is added

New agent is added. Specifically, the Sync service:

  • Applies the ACD agent first and last name to the Webex WFO agent first and last name.
  • Applies the ACD login ID to the Webex WFO Employee ID and ACD ID. You can change the Employee ID but not the ACD ID. Changing the Employee ID has no effect on the ACD login ID.
  • Sets the Webex WFO start dates for the company and department to the current date.

  • Assigns the corresponding team to the agent as the agent’s team.

    NOTE   If the ACD does not have a team assigned to the agent, you can manually assign a team to the agent in Webex WFO.

Agent’s first or last name is changed

Agent’s first or last name is changed.

Agent is deleted

Agent status is set to Inactive.