How data for QM and Analytics syncs between the ACD and Workforce Optimization
NOTE The following overview does not apply to Amazon Connect. For more information about how Workforce Optimization syncs with Amazon Connect, see Connection settings for Amazon Connect (for QM and Analytics).
Workforce Optimization can synchronize data with some ACDs. For synchronization information on specific ACDs, see the integration guide for that ACD. The Sync Service automatically extracts the following information from an ACD and loads it into Workforce Optimization:
- Agents
- Teams
- Relationships between agents and teams
NOTE When the ACD syncs new data, such as new agents or teams, and you are already logged in, you cannot view them. Your scope is determined when you log in. Since these teams and users were created after you logged in, you will not have scope over them until you log out and then log in again.
NOTE Any teams, agents,