Integration Points
There are two key integration points with this architecture design:
- The PureConnect ICWS Service for RealTime metrics
- The PureConnect ICI3 database
The ICWS integration
Data Available from the ICWS is based on the Statistics Catalog provided by the Genesys, for the latest revision of the Statistics Catalog. See this link: Statistics Catalog
PureConnect Adapter Behaviour
<Pub Sub Model>
Notes
Switching on multiple ICWS services
The PureConnect ICI3 integration
Data Available
| Fact Queries | Desc |
|---|---|
| AgentActivityLog | |
| AgentHistorySummary | |
| AgentHistoryDetail | |
| QueueHistorySummary | |
| QueueHistorySummary | |
| InteractionDetailSegments | |
| InteractionDetailSummary |
Notes
Dependancy on the PMQ (Persistent Messaging Queue)
Granularity